[rt-users] [rt 4.0.4] Unable to change status from New -> Open

[Ronald J. Yacketta]

On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
> Hello all!
>
> We went live with rt 4.0.04 last night and have been getting reports 
> of end-users being unable to change ticket status in ANY queue from 
> New -> Open.
>
> Ticket 39927: Status 'open' isn't a valid status for tickets in this 
> queue.
>
> We are using the 'default' Lifecycle which allows for 'new' -> 'open'
>
> default => {
>         initial         => [ 'new' ],
>         active          => [ 'new',' open', 'stalled' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted', 
> 'billed' ],
>
> ...
> # Added 'billed' transaction status
> transitions => {
>             ''       => [qw(new open resolved)],
>
>             # from   => [ to list ],
>             new      => [qw(open stalled resolved rejected billed 
> deleted)],
>             open     => [qw(new stalled resolved rejected billed 
> deleted)],
>             stalled  => [qw(new open rejected resolved billed deleted)],
>             resolved => [qw(new open stalled rejected billed deleted)],
>             rejected => [qw(new open stalled resolved billed deleted)],
>             billed   => [qw(new open stalled rejected resolved deleted)],
>             deleted  => [qw(new open stalled rejected resolved billed)],
>         },
> ...
> actions => [
>             'new -> open'      => {
>                 label  => 'Open It', # loc
>                 update => 'Respond',
>             },
>
> ...
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012
Seeing the following log message when attempting to set status from 
'new' to 'open'

Feb  3 11:37:39 track RT: 
SelectQueue---33610---CreateTicket---1CurrentUserSelectQueue---33610---ShowTicket---1ticketsDefaultQueuecreate_in_typesActions_session_idCurrentSearchHashmy_rt_portletsSelectQueue---33610---CreateTicket---0NextPagei 
at 
/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged 
line 11. 
(/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11

time to dig
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