Using additional statuses in Incidents and Investigations queues

Hello,

I’ve attempted to add more statuses to the Incidents and Investigations
queues to make a ‘stalled’ type status by adding the statuses to the
Lifecycles configuration.

What else must be done though? One cannot simply manually edit the status
in RTIR without using the Action menu to do something pre-defined. Can I
still use these new statuses in Scrips and Condition/Action modules?

Landon Stewart LandonStewart@Gmail.com

I’ve attempted to add more statuses to the Incidents and Investigations queues to make a
’stalled’ type status by adding the statuses to the Lifecycles configuration.
What else must be done though? One cannot simply manually edit the status in RTIR without
using the Action menu to do something pre-defined. Can I still use these new statuses in
Scrips and Condition/Action modules?

Due to the really specific workflow of the RTIR queues, they use
Lifecycles (rather than the awful old State Custom Field used in
earlier RTIR releases). However, they don’t currently support the
full power of lifecycles. Your best bet right now is to use the
Action menu, and also report any Scrips or other pieces of the UI that
you encounter which freak out as bugs.

I’m not sure if we’ll dig deeper into this for RTIR 3.2 (which is the
compatibility release for RT 4.2) or if it’ll be part of a larger
push for more flexibility in the following release.

-kevin