[rt-users] Using non-standard status only

[Kevin Falcone]

On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:
>    Although you could change those status values, why? If a ticket is invoiced or whatever, it is
>    still open. Why not create a Custom Field that shows what its state "within" the open status,
>    ie. invoiced, check pending and a ton of others. This CF could also be used in queries,
>    dashboards, etc. You can write scrips using them. There really is no need to change those
>    values when a Custom Field could be used. I mean you can, but if you change the configured
>    values, you might run the risk of having to change other things as well. The Custom Fields
>    allow you to make changes within the vanilla design.

Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
status configuration is much much easier than it was in 3.8. We make use of
several Lifecycle configurations that do not use open/stalled/resolved
within BestPractical and we find them tremendously useful.

You can read more about Lifecycles at:
http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles

-kevin

>    On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1]reg.bestpractical at posterus.com> wrote:
> 
>      Hello,
> 
>      I want to use custom lifecycles for various queues. The thing I've been
>      wondering about is about some of the standard statuses such as 'new' or
>      'open'. They are referred to in a few other places besides just tickets:
> 
>      defaults => {
>      on_create => 'new',
>      on_merge => 'resolved',
>      approved => 'open',
>      denied => 'rejected',
>      reminder_on_open => 'open',
>      reminder_on_resolve => 'resolved',
>      },
> 
>      So my question is: Does it matter at all what statuses reminders use other
>      than transition between the two should be allowed? For example in a billing
>      queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
>      'cancelled', so would it break anything if I just set reminders to use
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