Unable to transfer tickets to a queue with a different lifecycle

RT Users
1

Hi,

I’m trying to allow ticket transfers between two queues that have modified lifecycles and I’m running into a snag: “There is no mapping for statuses between these queues. Contact your system administrator.”

I’ve attempted to configure the status mapping in RT_SiteConfig.pm, but I must be missing something. Could someone confirm that I’ve got the formatting proper? Also, do I need to place this in each corresponding lifecycle, or just once in the lifecycle section of the file?

maps_ => {
‘swdev -> default’ => {
‘Created => new’,
‘InDevelopment => open’,
‘Completed => resolved’,
… Etc…
},
},

I would greatly appreciate any assistance with my somewhat simple (yet frustrating) problem.

Thanks,
Ian

2

I’ve attempted to configure the status mapping in RT_SiteConfig.pm,
but I must be missing something. Could someone confirm that I’ve got
the formatting proper? Also, do I need to place this in each
corresponding lifecycle, or just once in the lifecycle section of the
file?

maps_ => {
‘swdev → default’ => {
‘Created => new’,
‘InDevelopment => open’,
‘Completed => resolved’,
…Etc…
},
},

Your “maps” is missing one of its two leading underscores, but I
presume that to be a copy-and-paste mistake. The actual problem is your
quoting. You want:

maps => {
‘swdev → default’ => {
‘Created’ => ‘new’,
‘InDevelopment’ => ‘open’,
‘Completed’ => ‘resolved’,
# …
},
},

Note that each side of the => is a quoted string, not each line being a
single quoted string with a => in it.

  • Alex
3

Your “maps” is missing one of its two leading underscores, but I
presume that to be a copy-and-paste mistake. The actual problem is your
quoting. You want:

maps => {
‘swdev → default’ => {
‘Created’ => ‘new’,
‘InDevelopment’ => ‘open’,
‘Completed’ => ‘resolved’,
# …
},
},

Note that each side of the => is a quoted string, not each line being a
single quoted string with a => in it.

  • Alex

Alex, thank you for the swift reply.

I’ve made the changes that you mentioned, but I’m still getting the error.

It would be handy if you could clarify the positioning of this code. Does the above need to be located in the definition of swdev or default?

4

I’ve made the changes that you mentioned, but I’m still getting the
error.

It would be handy if you could clarify the positioning of this code.
Does the above need to be located in the definition of swdev or
default?

Neither:

Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
# …
},

swdev => {
    initial  => [ 'Created' ],
    active   => [ 'InDevelopment' ],
    inactive => [ 'Completed' ],
    # ...
},

__maps__ => {
    'swdev -> default' => {
        'Created'       => 'new',
        'InDevelopment' => 'open',
        'Completed'     => 'resolved',
        # ...
    },
},

);

  • Alex
5

From: Alex Vandiver [mailto:alexmv@bestpractical.com]
Sent: Friday, July 22, 2011 10:02 AM
To: Ian Roy
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Unable to transfer tickets to a queue with a different
lifecycle

I’ve made the changes that you mentioned, but I’m still getting the
error.

It would be handy if you could clarify the positioning of this code.
Does the above need to be located in the definition of swdev or
default?

Neither:

Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
# …
},

swdev => {
    initial  => [ 'Created' ],
    active   => [ 'InDevelopment' ],
    inactive => [ 'Completed' ],
    # ...
},

__maps__ => {
    'swdev -> default' => {
        'Created'       => 'new',
        'InDevelopment' => 'open',
        'Completed'     => 'resolved',
        # ...
    },
},

);

  • Alex

That worked perfectly. Thank you.