"Status New isn't a valid status" on "Qucik Ticket Create"

Hi there, I’m seeing this error in my RTIR 3.0.2 environment on RT 4.0.20. When trying to create a new ticket in “Incidents”, “Blocks” or “Investigations” via “Quick Ticket Creation”.

From rt.log (and also in apache2/error.log):

WebRT: Status ‘new’ isn’t a valid status for tickets in this queue. (/opt/rt4/share/html/Elements/Error:85)

Seems that a default status of “New” is being applied to any “quick ticket”. This fails everywhere except for “Incident Reports”, where “New” is valid status.

Where is this value pulled from and how can it be resolved?

Thanks,

Robert Moerman, CISSP
Manager, Security Monitoring & Threat Response

This communication is confidential. We only send and receive email on the basis of the terms set out at Wireless, Internet, TV, Home Monitoring, and Home phone - Rogershttp://www.rogers.com/web/content/emailnotice

Ce message est confidentiel. Notre transmission et r?ception de courriels se fait strictement suivant les modalit?s ?nonc?es dans l’avis publi? ? www.rogers.com/aviscourriel http://www.rogers.com/aviscourriel

Hi there, I’m seeing this error in my RTIR 3.0.2 environment on RT 4.0.20. When trying to
create a new ticket in “Incidents”, “Blocks” or “Investigations” via “Quick Ticket Creation”.

From rt.log (and also in apache2/error.log):

WebRT: Status ‘new’ isn’t a valid status for tickets in this queue.
(/opt/rt4/share/html/Elements/Error:85)

Seems that a default status of “New” is being applied to any “quick ticket”. This fails
everywhere except for “Incident Reports”, where “New” is valid status.

Where is this value pulled from and how can it be resolved?

It’s a core RT bug, leftover from the Lifecycles changes in 4.0.

You should be able to safely apply the non-documentation half of
https://github.com/bestpractical/rt/compare/4.0;stop-hardcoding-new

It should ship in future RT releases.

-kevin