Jim, Thanks for your detailed response.
To answer: essentially I want to make a block active and keep it active until I manually close it. In my environment, an incident is resolved/closed but the block may remain active for 3 months thereafter. From a status/metrics perspective I wouldn't want to keep the entire incident open because nothing else needs to be done from a protection/defensive perspective. So yes when I change the status of an incident to 'resolved' it changes the status of all child tickets to the corresponding state (closed/resolved). I understand that the idea is that the incident shouldn't be resolved if the block is active but that's not the case in every environment; similarly for incident reports as well. My understanding is that there is a mapping in the RTIR_Config.pm file that can be changed and that's what I'm looking to do. From the desk of Nicole A. Powell.... > On Dec 16, 2015, at 12:45 PM, Jim Brandt <[email protected]> wrote: > > Hi Nicole, > > A couple of answers for you: > > * On versions, RTIR 3.2 runs on RT 4.2, RTIR 3.0 runs on RT 4.0. Crossing > versions can cause issues. You can find the version notes in the README for > reference: > > https://bestpractical.com/docs/rtir/3.2/README.html > > * For setting configuration, you can create a new file named > RTIR_SiteConfig.pm and put it in the same directory as your RT_SiteConfig.pm, > which should be the etc directory wherever RT is installed. Some details here: > > https://bestpractical.com/docs/rtir/3.2/RTIR_Config.html > > However, I don't think there is a configuration option to address your > specific question. > > On the specific behavior you asked about, are you closing Incidents while > there is still a block active? RTIR uses the Incident ticket as the central > hub of all activity for an incident, so it's designed to keep the incident > open as long as any linked child tickets are open. However, when you select > Actions -> Resolve to resolve an incident, it drops you in an update page > will all children also available for status and message updates. This makes > it easy to resolve the incident and linked children all at once. Maybe this > status update is what's setting the block as removed? > > If you uncheck the block update and try to resolve the incident, you'll see a > message " Status of the Incident left unchanged; not all children were > updated." The idea is the incident shouldn't be resolved if the block is > still outstanding. However, you could resolve other child tickets like > Investigations while waiting for a block to be removed. You can find some > detail here: > > https://bestpractical.com/docs/rtir/3.2/Tutorial.html#Resolving-an-Incident > > Jim > >> On 12/15/15 6:25 PM, Nicole Powell wrote: >> >> >> From the desk of Nicole A. Powell.... >> >> Begin forwarded message: >> >>> From: Nicole Powell <[email protected]> >>> Date: December 15, 2015 at 2:45:07 PM CST >>> To: [email protected] >>> Subject: Making Changes to RTIR_Config.pm >>> I am looking for the RTIR_Config.pm file but I don't have it with RT4.0 and >>> RTIR3.2. I only have RT_Config.pm and Rt_SiteConfig.pm. >>> >>> The feature I'm specifically looking to turn off I the SetBlockStatus. By >>> default if you close an incident the block is listed as removed but I don't >>> want to change automatically. How can I do this? >>> >>> From the desk of Nicole A. Powell.... >
