Weekend Update rt3.8.8 -> rt4.0.2 gone awry

The mailgate is returning this:

Could not record email: Ticket creation failed: RT::Ticket : Status ‘new’ isn’t a valid status for tickets in this queue. (/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75)

Which is a potentially bigger and bigger deal, as time passes.

We previously had two extra statusses, defined in RTSiteConfig’s @ActiveStatus called ‘fixed’ and ‘approved.’

I have remove that line from the config, and replaced it with

Set(%Lifecycles,
default => {
active => [ ‘open’, ‘stalled’, ‘fixed’, ‘approved’ ],
defaults => { on_create => ‘new’, on_merge => ‘resolved’, },
}
);

I dug down far enough to start understanding RT::Lifecycle, but I didn’t easily find any portion which tells me which statusses are valid for which queues, or how that might be configured in RT_SiteConfig.pm.

Any help would be appreciated.

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.

Small update. Once I removed the partial Lifecycles configuration from RT_SiteConfig.pm the mail system began to work again.

I guess what I need to know is “What is the minimal amount of Lifecycle configuration in etc/RT_SiteConfig.pm to get an extra status to work?”

Thanks, again. RT really is a great product to work with.

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Josh Narins
Sent: Saturday, September 03, 2011 10:45 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry

The mailgate is returning this:

Could not record email: Ticket creation failed: RT::Ticket : Status ‘new’ isn’t a valid status for tickets in this queue. (/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75)

Which is a potentially bigger and bigger deal, as time passes.

We previously had two extra statusses, defined in RTSiteConfig’s @ActiveStatus called ‘fixed’ and ‘approved.’

I have remove that line from the config, and replaced it with

Set(%Lifecycles,
default => {
active => [ ‘open’, ‘stalled’, ‘fixed’, ‘approved’ ],
defaults => { on_create => ‘new’, on_merge => ‘resolved’, },
}
);

I dug down far enough to start understanding RT::Lifecycle, but I didn’t easily find any portion which tells me which statusses are valid for which queues, or how that might be configured in RT_SiteConfig.pm.

Any help would be appreciated.

Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.

Hi,

As all options in the RT config you should copy original from RT_Config.pm
into RT_SiteConfig.pm. Hash options (options that start with %) are special
as those are merged, so you can replace only one element in a hash. Hash
merging works in 4.0.x and newer. In RT 3.8 you have to copy whole option
even if it’s hash based.

For example, option X in RT_Config.pm has the following value:

Set( %X, key1 => ‘value1’, key2 => ‘value2’ );

In RT_SiteConfig.pm the following lines have different meaning in RT3 and
RT4:

Set( %X, key1 => ‘my_value’ );

RT3: replaces key1 and deletes value of key2

RT4: replaces key1, but key2 is still set to value2

This only works one level deep. In context of lifecycles this means that you
have to copy default lifecycle completely and adjust, but you can skip
copying ‘approvals’ lifecycle that is less customizable.On Sat, Sep 3, 2011 at 7:15 PM, Josh Narins jnarins@seniorbridge.comwrote:

Small update. Once I removed the partial Lifecycles configuration from
RT_SiteConfig.pm the mail system began to work again.****

I guess what I need to know is “What is the minimal amount of Lifecycle
configuration in etc/RT_SiteConfig.pm to get an extra status to work?”****


Thanks, again. RT really is a great product to work with.****


Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

[image: SeniorBridge]

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] On Behalf Of Josh Narins
Sent: Saturday, September 03, 2011 10:45 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry
**


The mailgate is returning this:****


Could not record email: Ticket creation failed: RT::Ticket : Status 'new’
isn’t a valid status for tickets in this queue.
(/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75)



Which is a potentially bigger and bigger deal, as time passes.****


We previously had two extra statusses, defined in RTSiteConfig’s
@ActiveStatus called ‘fixed’ and ‘approved.’****


I have remove that line from the config, and replaced it with ****


Set(%Lifecycles,****

default => {****

    active          => [ 'open', 'stalled', 'fixed', 'approved' ],****

    defaults => { on_create => 'new', on_merge => 'resolved', },****

}****

);****


I dug down far enough to start understanding RT::Lifecycle, but I didn’t
easily find any portion which tells me which statusses are valid for which
queues, or how that might be configured in RT_SiteConfig.pm. ****


Any help would be appreciated.**


Josh Narins
Director of Application Development
SeniorBridge****

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

[image: SeniorBridge]****



SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for the exclusive use of the addressee(s) and may
contain confidential or privileged information. Any dissemination,
distribution or copying of this email by an unintended or mistaken recipient
is strictly prohibited. In said event, kindly reply to the sender and
destroy all entries of this message and any attachments from your system.
Thank you.****


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

Best regards, Ruslan.