On 2/3/2012 11:37 AM, Ronald J. Yacketta wrote:
On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
Hello all!
We went live with rt 4.0.04 last night and have been getting reports
of end-users being unable to change ticket status in ANY queue from
New -> Open.
Ticket 39927: Status 'open' isn't a valid status for tickets in this
queue.
We are using the 'default' Lifecycle which allows for 'new' -> 'open'
default => {
initial => [ 'new' ],
active => [ 'new',' open', 'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted',
'billed' ],
...
# Added 'billed' transaction status
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected billed
deleted)],
open => [qw(new stalled resolved rejected billed
deleted)],
stalled => [qw(new open rejected resolved billed deleted)],
resolved => [qw(new open stalled rejected billed deleted)],
rejected => [qw(new open stalled resolved billed deleted)],
billed => [qw(new open stalled rejected resolved deleted)],
deleted => [qw(new open stalled rejected resolved billed)],
},
...
actions => [
'new -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
...
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston --- March 5& 6, 2012
Seeing the following log message when attempting to set status from
'new' to 'open'
Feb 3 11:37:39 track RT:
SelectQueue---33610---CreateTicket---1CurrentUserSelectQueue---33610---ShowTicket---1ticketsDefaultQueuecreate_in_typesActions_session_idCurrentSearchHashmy_rt_portletsSelectQueue---33610---CreateTicket---0NextPagei
at
/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged
line 11.
(/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11
time to dig
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston --- March 5& 6, 2012
Ignore that last message, looks like RT:AT devs left a hanging 'warn' in
'Privileged' still trying to figure out whye we can not go from 'new' ->
'open'
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
