[rt-users] RES: Customer cannot see tickets with active custom status
Diaulas Castro
diaulas.castro at intersolution.inf.br
Fri Mar 2 16:05:04 EST 2012
My RT_SiteConfig.pm
# This file was generated by running "update-rt-siteconfig-4".
#
# While local modifications will not be overwritten without permission,
# it is recommended the they are instead placed in
# /etc/request-tracker4/RT_SiteConfig.d
#
# Note that modifications to the RT_SiteConfig.d directory won't
# take effect until the update command mentioned above is run again.
# start /etc/request-tracker4/RT_SiteConfig.d/40-timezone
# dynamically find out the current timezone
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# end /etc/request-tracker4/RT_SiteConfig.d/40-timezone
# start /etc/request-tracker4/RT_SiteConfig.d/50-debconf
# THE BASICS:
Set($rtname, 'rt');
Set($Organization, 'ticket.XXXX');
Set($CorrespondAddress , 'ticket at XXX');
Set($CommentAddress , 'rt-comment at XXXX');
Set($RTAddressRegexp , 'ticket at XXXX');
# Aumentar linhas na visualizacao do chamado dentro do RT
Set($MaxInlineBody, 100000);
#Set($PreferRichText, 1);
Set($TrustHTMLAttachments, 1);
# THE WEBSERVER:
Set($WebPath , "/rt");
Set($WebBaseURL , "http://rt.XXXX.inf.br");
# end /etc/request-tracker4/RT_SiteConfig.d/50-debconf
# start /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common
# THE DATABASE:
# generated by dbconfig-common
# map from dbconfig-common database types to their names as known by RT
my %typemap = (
mysql => 'mysql',
pgsql => 'Pg',
sqlite3 => 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || "UNKNOWN");
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'XXXXX');
# SQLite needs a special case, since $DatabaseName must be a full pathname
my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
# end /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common
1;
#Set(@Plugins, qw(
# RT::Extension::QueueWizard
#));
# RT::FM
#));
#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set($AutoCreate, {Privileged => 1, Lang => 'en-us'});
Set(@LexiconLanguages, qw(en));
Set($DateDayBeforeMonth , 1);
Set( %GnuPG,Enable => 0);
$MailCommand = 'mail';
Set($LogToSyslog , 'debug');
Set($LogToScreen , 'error');
Set($LogToFile , 'debug');
Set($LogDir, '/var/log/request-tracker4/');
Set($LogToFileNamed , "rt.log"); #log to rt.log
Set($NotifyActor, '1');
Set($ParseNewMessageForTicketCcs , '1');
Set($ForwardFromUser, '1');
Set(%Lifecycles,
default => {
initial => [ 'new' ],
active => [ 'open', 'scheduled', 'started', 'waiting_customer' ],
inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied => 'rejected',
},
transitions => {
'' => [qw(new open resolved)],
new => [qw(open stalled scheduled started resolved rejected deleted waiting_customer plantao report)],
open => [qw(stalled scheduled started resolved rejected deleted waiting_customer plantao report)],
scheduled => [qw(open stalled started resolved rejected deleted waiting_customer plantao report)],
started => [qw(open stalled scheduled resolved rejected deleted waiting_customer plantao report)],
stalled => [qw(open scheduled started rejected resolved deleted waiting_customer plantao report)],
resolved => [qw(open scheduled started stalled rejected deleted waiting_customer plantao report)],
rejected => [qw(open scheduled started stalled resolved deleted waiting_customer plantao report)],
deleted => [qw(open stalled rejected resolved waiting_customer plantao report)],
report => [qw(open plantao stalled scheduled started resolved rejected deleted waiting_customer plantao relatorio)],
plantao => [qw(open report stalled scheduled started resolved rejected deleted waiting_customer plantao relatorio)],
waiting_customer => [qw(open stalled scheduled started resolved rejected deleted plantao report)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => { label => 'Open It', update => 'Respond' },
'new -> resolved' => { label => 'Resolve', update => 'Comment' },
'new -> rejected' => { label => 'Reject', update => 'Respond' },
'new -> started' => { label => 'Start It', update => 'Respond' },
'new -> scheduled' => { label => 'Schedule', update => 'Respond' },
'new -> waiting_customer' => { label => 'Wait Customer', update => 'Respond' },
'new -> deleted' => { label => 'Delete' },
'new -> planto' => { label => 'Plantao', update => 'Respond' },
'new -> report' => { label => 'Relatorio', update => 'Respond' },
'open -> stalled' => { label => 'Stall', update => 'Comment' },
'open -> resolved' => { label => 'Resolve', update => 'Comment' },
'open -> rejected' => { label => 'Reject', update => 'Respond' },
'stalled -> open' => { label => 'Open It' },
'resolved -> open' => { label => 'Re-open', update => 'Comment' },
'rejected -> open' => { label => 'Re-open', update => 'Comment' },
'deleted -> open' => { label => 'Undelete' },
],
},
);
Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner
-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley
Enviada em: sexta-feira, 2 de março de 2012 16:21
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Customer cannot see tickets with active custom status
On 02/29/2012 05:37 PM, Diaulas Castro wrote:
> Fragment of active status in LifeCycles
>
> active => [ 'open', 'scheduled', 'started', 'waiting_customer'
> ],
>
>
>
> Fragment of inactive status:
>
> inactive => [ 'resolved', 'rejected', 'deleted', 'plantao',
> 'report' , 'stalled' ]
>
>
>
> On “SelfService/Open Tickets” tickets with status waiting_customer
> isn’t showing but my inactives custom status shows on
> “SelfService/Closed Tickets”
Both self service pages should take into account your lifecycle statuses. Please show us your full RT_SiteConfig.pm.
> Another question, how can I create another menu to show all tickets
> except by deleted ones?
Customizing menus: http://requesttracker.wikia.com/wiki/Menus
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
More information about the rt-users
mailing list