Re: [rt-users] Stalled tickets - Open on comment/reply?

2016-06-17 Thread Joel Bergmark
Hi,

You are right, thanks for the input.

I'm trying to set up a custom Lifecycle that I want to use in a few Queues, but 
seemingly I cant manage to get the configuration to be activated (Still only 
have the option Default, in the lifecycle dropdown.

Here is the config, from RT_SiteConfig.pm, server is rebooted after config 
change, is there something wrong with this or is it something changed in RT 
4.4.0?

Set(%Lifecycles, Kundservice => {
initial => [qw(new)], # loc_qw
active  => [qw(open)], # loc_qw
inactive=> [qw(stalled resolved rejected deleted)], # loc_qw
},
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)],
},
);

Thanks

Från: Zoey Schutt [mailto:z...@braincoral.io]
Skickat: den 16 maj 2016 14:46
Till: Joel Bergmark <joel.bergm...@t3.se>; rt-users@lists.bestpractical.com
Ämne: Re: Stalled tickets - Open on comment/reply?


Hi Joel,



There is indeed a scrip that auto-changes the status of inactive tickets back 
to active when a customer replies. However, stalled is not considered an 
inactive status in the default life cycle. Feel free to correct me if I'm 
wrong, but due to this the built-in scrip will not change the status to open 
when a ticket gets updated while in stalled status.



Below is a portion of the default lifecycle, anything in inactive will cause 
the ticket's status to be updated.


default => {
initial => [qw(new)], # loc_qw
active  => [qw(open stalled)], # loc_qw
inactive=> [qw(resolved rejected deleted)], # loc_qw

Regards,



Zoey Schutt

Braincoral Technology, LLC


From: rt-users 
<rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>>
 on behalf of Joel Bergmark <joel.bergm...@t3.se<mailto:joel.bergm...@t3.se>>
Sent: Thursday, May 12, 2016 2:30:01 PM
To: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Subject: [rt-users] Stalled tickets - Open on comment/reply?

Perhaps this is not a bug, but stalled tickets that gets updated via email from 
external parties, didn't this previously change the status of the ticket to 
Open?

In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip 
either (due to lack of perl skills).

Is this a bug or supposed to work in this way?

Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


Re: [rt-users] Stalled tickets - Open on comment/reply?

2016-05-16 Thread Zoey Schutt
Hi Joel,


There is indeed a scrip that auto-changes the status of inactive tickets back 
to active when a customer replies. However, stalled is not considered an 
inactive status in the default life cycle. Feel free to correct me if I'm 
wrong, but due to this the built-in scrip will not change the status to open 
when a ticket gets updated while in stalled status.


Below is a portion of the default lifecycle, anything in inactive will cause 
the ticket's status to be updated.


default => {
initial => [qw(new)], # loc_qw
active  => [qw(open stalled)], # loc_qw
inactive=> [qw(resolved rejected deleted)], # loc_qw

Regards,


Zoey Schutt

Braincoral Technology, LLC


From: rt-users <rt-users-boun...@lists.bestpractical.com> on behalf of Joel 
Bergmark <joel.bergm...@t3.se>
Sent: Thursday, May 12, 2016 2:30:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Stalled tickets - Open on comment/reply?

Perhaps this is not a bug, but stalled tickets that gets updated via email from 
external parties, didn't this previously change the status of the ticket to 
Open?

In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip 
either (due to lack of perl skills).

Is this a bug or supposed to work in this way?

Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


[rt-users] Stalled tickets - Open on comment/reply?

2016-05-12 Thread Joel Bergmark
Perhaps this is not a bug, but stalled tickets that gets updated via email from 
external parties, didn't this previously change the status of the ticket to 
Open?

In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip 
either (due to lack of perl skills).

Is this a bug or supposed to work in this way?

Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016