On 07/26/2013 06:03 PM, Asanka Gunasekera wrote: > Hi, I am using RT 4 and I my magement wants me to add new status and a > action to say "Waitng on Customer to respond" I am trying this using > LifeCycles but I am getting no ware.
We used to just use "stalled" for that, but I recently reconfigured our system to use RT4 lifecycles. We landed up using a separate custom field for waiting on customer/support, with a scrip that auto-sets it to "waiting on: support" when a customer replies. Doing it with a separate custom field allows you to track the next-replier independently of the ticket status, so if you have a real ticket workflow you don't have to try to jam waiting on customer/support into that. So: Yes, lifecycles should work fine for the purpose, and they do work just as the documentation describes. For the particular use case you're describing it might be better to set a custom field up for it instead. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services
