Web GUI allow resolve stalled tickets

RT Users
1

Hi,

I’ve been working on a solution whereby a ticket is marked stalled if
the last update is from a non-internal email address. By this I can work
out if a ticket has been awaiting customer action, and if it has and has
not been updated in X days I can auto close that ticket via rt-crontool
by searching for stalled tickets etc. It seems to work quite nicely but
I’ve just noticed that in the web GUI you cannot directly resolve
stalled tickets which is annoying as it makes resolving tickets a 2 step
process for our support team. Can I customise the web GUI to show
"resolve" on the actions menu for stalled tickets easily?

Or if anyone has any other take on my original problem and solution all
suggestions welcomed :slight_smile:

thanks in advance, Andy.

PS We’re running RT 4.2.12

2

Hi Andy,

I think you will need to define a custom Lifecycle in your RT Config file.
Have a read of this doc page:
https://docs.bestpractical.com/rt/4.2.13/customizing/lifecycles.html#Actions

Jon

Jon Witts
Director of Digital Strategy
Queen Margaret’s School
Escrick Park
York YO19 6EU

Telephone: 01904 727600
Website: www.queenmargarets.comOn 11 July 2016 at 16:51, Andy Smith a.smith@ldex.co.uk wrote:

Hi,

I’ve been working on a solution whereby a ticket is marked stalled if
the last update is from a non-internal email address. By this I can work
out if a ticket has been awaiting customer action, and if it has and has
not been updated in X days I can auto close that ticket via rt-crontool by
searching for stalled tickets etc. It seems to work quite nicely but I’ve
just noticed that in the web GUI you cannot directly resolve stalled
tickets which is annoying as it makes resolving tickets a 2 step process
for our support team. Can I customise the web GUI to show “resolve” on the
actions menu for stalled tickets easily?

Or if anyone has any other take on my original problem and solution all
suggestions welcomed :slight_smile:

thanks in advance, Andy.

PS We’re running RT 4.2.12

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016
3

Hi Jon,

great! thanks for the tip! By adding the Lifecyle config to
RT_SiteConfig and adding a line:

loc{label}

‘stalled -> resolved’ => { label => ‘Resolve’, update => ‘Comment’ },

I’ve got the menu item I wanted :slight_smile:

many thanks, Andy.