Using non-standard status only

Hello,

I want to use custom lifecycles for various queues. The thing I’ve been
wondering about is about some of the standard statuses such as ‘new’ or
’open’. They are referred to in a few other places besides just tickets:

    defaults => {
        on_create => 'new',
        on_merge  => 'resolved',
        approved  => 'open',
        denied    => 'rejected',
        reminder_on_open => 'open',
        reminder_on_resolve => 'resolved',
    },

So my question is: Does it matter at all what statuses reminders use other
than transition between the two should be allowed? For example in a billing
queue I could have ‘invoiced’, ‘overdue’, ‘disputed’, ‘paid’ and
’cancelled’, so would it break anything if I just set reminders to use
’overdue’ and ‘paid’?

Best regards,
Maciek

I want to use custom lifecycles for various queues. The thing I’ve been
wondering about is about some of the standard statuses such as ‘new’ or
‘open’. They are referred to in a few other places besides just tickets:

    defaults => {
        on_create => 'new',
        on_merge  => 'resolved',
        approved  => 'open',
        denied    => 'rejected',
        reminder_on_open => 'open',
        reminder_on_resolve => 'resolved',
    },

So my question is: Does it matter at all what statuses reminders use other
than transition between the two should be allowed? For example in a billing
queue I could have ‘invoiced’, ‘overdue’, ‘disputed’, ‘paid’ and
‘cancelled’, so would it break anything if I just set reminders to use
‘overdue’ and ‘paid’?

Nope, that’d be fine. Those defaults exist for each lifecycle in order
to be modified. If they weren’t modifiable, you’d never be able to get
rid of new, open, resolved, rejected! :slight_smile:

Maciej,

Although you could change those status values, why? If a ticket is invoiced
or whatever, it is still open. Why not create a Custom Field that shows
what its state “within” the open status, ie. invoiced, check pending and a
ton of others. This CF could also be used in queries, dashboards, etc. You
can write scrips using them. There really is no need to change those values
when a Custom Field could be used. I mean you can, but if you change the
configured values, you might run the risk of having to change other things
as well. The Custom Fields allow you to make changes within the vanilla
design.
Just a thought.

KennOn Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski < reg.bestpractical@posterus.com> wrote:

Hello,

I want to use custom lifecycles for various queues. The thing I’ve been
wondering about is about some of the standard statuses such as ‘new’ or
‘open’. They are referred to in a few other places besides just tickets:

    defaults => {
        on_create => 'new',
        on_merge  => 'resolved',
        approved  => 'open',
        denied    => 'rejected',
        reminder_on_open => 'open',
        reminder_on_resolve => 'resolved',
    },

So my question is: Does it matter at all what statuses reminders use other
than transition between the two should be allowed? For example in a billing
queue I could have ‘invoiced’, ‘overdue’, ‘disputed’, ‘paid’ and
‘cancelled’, so would it break anything if I just set reminders to use
‘overdue’ and ‘paid’?

Best regards,
Maciek


Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/training

We’re hiring! Careers — Best Practical Solutions

Although you could change those status values, why? If a ticket is invoiced or whatever, it is
still open. Why not create a Custom Field that shows what its state “within” the open status,
ie. invoiced, check pending and a ton of others. This CF could also be used in queries,
dashboards, etc. You can write scrips using them. There really is no need to change those
values when a Custom Field could be used. I mean you can, but if you change the configured
values, you might run the risk of having to change other things as well. The Custom Fields
allow you to make changes within the vanilla design.

Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
status configuration is much much easier than it was in 3.8. We make use of
several Lifecycle configurations that do not use open/stalled/resolved
within BestPractical and we find them tremendously useful.

You can read more about Lifecycles at:
http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles

-kevin> On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1]reg.bestpractical@posterus.com> wrote:

 Hello,

 I want to use custom lifecycles for various queues. The thing I've been
 wondering about is about some of the standard statuses such as 'new' or
 'open'. They are referred to in a few other places besides just tickets:

 defaults => {
 on_create => 'new',
 on_merge => 'resolved',
 approved => 'open',
 denied => 'rejected',
 reminder_on_open => 'open',
 reminder_on_resolve => 'resolved',
 },

 So my question is: Does it matter at all what statuses reminders use other
 than transition between the two should be allowed? For example in a billing
 queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
 'cancelled', so would it break anything if I just set reminders to use

Kevin,

Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately.
Brain fart.

KennOn Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:

Although you could change those status values, why? If a ticket is
invoiced or whatever, it is
still open. Why not create a Custom Field that shows what its state
“within” the open status,
ie. invoiced, check pending and a ton of others. This CF could also
be used in queries,
dashboards, etc. You can write scrips using them. There really is no
need to change those
values when a Custom Field could be used. I mean you can, but if you
change the configured
values, you might run the risk of having to change other things as
well. The Custom Fields
allow you to make changes within the vanilla design.

Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
status configuration is much much easier than it was in 3.8. We make use of
several Lifecycle configurations that do not use open/stalled/resolved
within BestPractical and we find them tremendously useful.

You can read more about Lifecycles at:
RT Config - RT 5.0.5 Documentation - Best Practical

-kevin

On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1] reg.bestpractical@posterus.com> wrote:

 Hello,

 I want to use custom lifecycles for various queues. The thing I've

been

 wondering about is about some of the standard statuses such as

‘new’ or

 'open'. They are referred to in a few other places besides just

tickets:

 defaults => {
 on_create => 'new',
 on_merge => 'resolved',
 approved => 'open',
 denied => 'rejected',
 reminder_on_open => 'open',
 reminder_on_resolve => 'resolved',
 },

 So my question is: Does it matter at all what statuses reminders

use other

 than transition between the two should be allowed? For example in a

billing

 queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
 'cancelled', so would it break anything if I just set reminders to

use


Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/training

We’re hiring! Careers — Best Practical Solutions