[rt-users] New action and ticket status

Asanka Gunasekera asanka_gunasekera at yahoo.co.uk
Mon Jul 29 00:17:29 EDT 2013


Can any one have any idea below is the block that I am using "waiting" new status that I want to show

    new_life => {
        initial         => [ 'new' ],
        active          => [ 'open', 'waiting', 'stalled', ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        defaults => {
            on_create => 'new',
            on_merge  => 'resolved',
            approved  => 'open',
            denied    => 'rejected',
        },

        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open stalled resolved rejected deleted)],
            open     => [qw(new stalled resolved rejected deleted)],
            waiting     => [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 => '1Open It',  update => 'Respond' },
            'new -> wiating'   => { label => '1Waiting',  update => 'Respond' },
            'new -> resolved'  => { label => '1Resolve',  update => 'Comment' },
            'new -> rejected'  => { label => '1Reject',   update => 'Respond' },
            'new -> deleted'   => { label => '1Delete'                        },

            'open -> waiting'     => { label => '2Waiting',    update => 'Respond' },
            'open -> stalled'  => { label => '2Stall',    update => 'Comment' },
            'open -> resolved' => { label => '2Resolve',  update => 'Comment' },
        actions => [
            'new -> open'      => { label => '1Open It',  update => 'Respond' },
            'new -> wiating'   => { label => '1Waiting',  update => 'Respond' },
            'new -> resolved'  => { label => '1Resolve',  update => 'Comment' },
            'new -> rejected'  => { label => '1Reject',   update => 'Respond' },
            'new -> deleted'   => { label => '1Delete'                        },

            'open -> waiting'     => { label => '2Waiting',    update => 'Respond' },
            'open -> stalled'  => { label => '2Stall',    update => 'Comment' },
            'open -> resolved' => { label => '2Resolve',  update => 'Comment' },
            'open -> rejected' => { label => '2Reject',   update => 'Respond' },

            'waiting -> stalled'  => { label => 'WStall',    update => 'Comment' },
            'waiting -> resolved' => { label => 'WResolve',  update => 'Comment' },
            'waiting -> rejected' => { label => 'WReject',   update => 'Respond' },

            'stalled -> open'  => { label => '3Open It'                       },
            'resolved -> open' => { label => '3Re-open',  update => 'Comment' },
            'rejected -> open' => { label => '3Re-open',  update => 'Comment' },
            'deleted -> open'  => { label => '3Undelete'                      },
        ],
    },

);

Thanks and Regards



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Friday, 26 July 2013, 17:04
Subject: Re: New action and ticket status
 


Hi just some more information I am using "RT 4.0.15 Documentation Customizing/Lifecycles" as a guid but I am using RT 4.0.1

Regards 



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Friday, 26 July 2013, 15:33
Subject: New action and ticket status
 


Hi, I am using RT 4 and I my magement wants me to add new status and a action to say "Waitng on Customer to respond" I am trying this using LifeCycles but I am getting no ware.

Am I doing the right thing (to use LifeCycles)?

I am not sure if the above information is enough?

Thanks and Regards
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