Re: [rt-users] Can't resolve in-progress ticket?
On Tue, Aug 26, 2014 at 02:16:28PM +, Rezty Felty wrote: > Yes, we fixed it with lifecycle entries in the RT_SiteConfig.pm, I hadn’t > realized that lifecycles had replaced status’. 4.0 used to warn, 4.2 doesn't warn anymore about 3.8 variables. However, it's documented in the upgrading docs. http://bestpractical.com/docs/rt/latest/UPGRADING-4.0.html#RT_SiteConfig.pm -kevin pgpfXg_JPgfL7.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Can't resolve in-progress ticket?
' => {
label => 'Pend-close', # loc
},
'deleted -> inprogress' => {
label => 'Inprogress', # loc
},
'deleted -> pending' => {
label => 'Pending', # loc
},
'pend-close -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'pend-close -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'pend-close -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'pend-close -> deleted' => {
label => 'Delete', # loc
},
'pend-close -> inprogress' => {
label => 'Inprogress', # loc
},
'pend-close -> pending' => {
label => 'Pending', # loc
},
'pending -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'pending -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'pending -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'pending -> deleted' => {
label => 'Delete', # loc
},
'pending -> pend-close' => {
label => 'Pend-close', # loc
},
'pending -> inprogress' => {
label => 'Inprogress', # loc
},
'inprogress -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'inprogress -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'inprogress -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'inprogress -> deleted' => {
label => 'Delete', # loc
},
'inprogress -> pend-close' => {
label => 'Pend-close', # loc
},
'inprogress -> pending' => {
label => 'Pending', # loc
},
],
},
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
approvals => {
initial => [ 'new' ],
active => [ 'open', 'stalled' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'new -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected' => {
Re: [rt-users] Can't resolve in-progress ticket?
Yes, we fixed it with lifecycle entries in the RT_SiteConfig.pm, I hadn’t realized that lifecycles had replaced status’. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Alex Peters mailto:a...@peters.net>> Date: Monday, August 25, 2014 at 5:59 PM To: Rezty Felty mailto:rfe...@adknowledge.com>> Cc: "rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>" mailto:rt-users@lists.bestpractical.com>> Subject: Re: [rt-users] Can't resolve in-progress ticket? Sounds like a possible misconfiguration of the relevant lifecycle: https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions On 26/08/2014 1:40 am, "Rezty Felty" mailto:rfe...@adknowledge.com>> wrote: More info, have opened additional tickets to test, seems that when any ticket is placed in in-progress status, it then loses all status choices except in-progress. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Rezty Felty mailto:rfe...@adknowledge.com>> Date: Monday, August 25, 2014 at 10:30 AM To: "rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>" mailto:rt-users@lists.bestpractical.com>> Subject: [rt-users] Can't resolve in-progress ticket? I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can’t resolve, open, delete, pending, etc. They aren’t even choices in the drop-down in the jumbo ticket display. Any idea what caused this, and how to resolve? Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Can't resolve in-progress ticket?
Sounds like a possible misconfiguration of the relevant lifecycle: https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions On 26/08/2014 1:40 am, "Rezty Felty" wrote: > More info, have opened additional tickets to test, seems that when any > ticket is placed in in-progress status, it then loses all status choices > except in-progress. > > Thanks, > Rezty Felty > Senior Linux Administrator > Adknowledge > 816-559-1196 > > From: Rezty Felty > Date: Monday, August 25, 2014 at 10:30 AM > To: "rt-users@lists.bestpractical.com" > Subject: [rt-users] Can't resolve in-progress ticket? > >I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT > from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. > Upgrade went smoothly, have tested everything, all seems to be well, > except one thing. I have a ticket that a user placed in in-progress status > after the upgrade, and now the only status anyone can place it in, even me > as an RT Admin, is in-progress. Can’t resolve, open, delete, pending, etc. > They aren’t even choices in the drop-down in the jumbo ticket display. > Any idea what caused this, and how to resolve? > > Thanks, > Rezty Felty > Senior Linux Administrator > Adknowledge > 816-559-1196 > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Can't resolve in-progress ticket?
More info, have opened additional tickets to test, seems that when any ticket is placed in in-progress status, it then loses all status choices except in-progress. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Rezty Felty mailto:rfe...@adknowledge.com>> Date: Monday, August 25, 2014 at 10:30 AM To: "rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>" mailto:rt-users@lists.bestpractical.com>> Subject: [rt-users] Can't resolve in-progress ticket? I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can’t resolve, open, delete, pending, etc. They aren’t even choices in the drop-down in the jumbo ticket display. Any idea what caused this, and how to resolve? Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Can't resolve in-progress ticket?
I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can’t resolve, open, delete, pending, etc. They aren’t even choices in the drop-down in the jumbo ticket display. Any idea what caused this, and how to resolve? Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -- RT Training - Boston, September 9-10 http://bestpractical.com/training
