Kevin, Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately. Brain fart.
Kenn On Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone <falc...@bestpractical.com>wrote: > 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: > http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles > > -kevin > > > On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1] > reg.bestpracti...@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! http://bestpractical.com/jobs > >
-------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs