> I have a situation where we are using RT (3.4.2) extensively > as part of > our support offering, and it has been suggested that we > relabel a couple > of status categories to better reflect their meaning internally. (for > example, renaming 'Stalled' into 'Called Customer', etc.) > > How easy would it be to do this - are the names hardcoded into the > schema, or are they just called by 'status ID' that can be easily > redefined? I'd rather not have to create a custom field just > for this, > since that would the most part duplicate the status field (which we > would have to block out somehow).
In RT_Config.pm (and RT_SiteConfig.pm), it has a place where you can add more statuses, but warns you not to remove the default ones, presumably because there is code that references the statuses by name. If you can, I would suggest merely adding new statuses and asking your customers to ignore the ones they don't use. Just be sure, however, that if you create any status that has more than 10 characters in the name, you must then alter the Tickets table so that Status is longer than a varchar(10). Eric Schultz United Online _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
