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<DIV><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff size=2>We've
added several status types here, and changed the logic to them a bit as well -
and it was relatively simple and doesn't patch any of the core code - it's done
via scrips or the 'local' directory.</FONT></SPAN></DIV>
<DIV><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff size=2>For
example, to define a new set of statuses, put this in
RTHOME/local/lib/RT/Queue_Local.pm:</FONT></SPAN></DIV>
<DIV><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff
size=2>============</FONT></SPAN></DIV>
<DIV><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff size=2>use
strict;<BR>no warnings qw(redefine);</FONT></SPAN></DIV>
<DIV> </DIV><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff
size=2>
<DIV><BR>use vars qw(@STATUS @ACTIVE_STATUS @INACTIVE_STATUS $RIGHTS);</DIV>
<DIV> </DIV>
<DIV>@ACTIVE_STATUS = qw(new open pending stalled parked);<BR>@INACTIVE_STATUS =
qw(resolved rejected deleted);<BR>@STATUS = (@ACTIVE_STATUS,
@INACTIVE_STATUS);</DIV>
<DIV> </DIV>
<DIV>1;<BR><SPAN class=082490917-23062004><FONT face=Arial color=#0000ff
size=2>============</FONT></SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>Notice my new status types (pending and
parked)</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>I changed things such that:</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>1) comment/correspondence doesn't open a
stalled ticket</SPAN></DIV>
<DIV><SPAN class=082490917-23062004>2) *owner* comment/correspondence doesn't
open a pending ticket</SPAN></DIV>
<DIV><SPAN class=082490917-23062004>3) I rearranged the main menu to separate
lists into new/open, pending, stalled, parked, and ones I requested</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>I created
RTHOME/local/lib/RT/Action/AutoOpen_Local.pm and added a new 'Prepare' sub which
takes care of #1 and #2</SPAN></DIV>
<DIV><SPAN class=082490917-23062004>#3 is simple copies and edits to
RTHOME/local/html/Elements and html/index.html</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>Done.</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>We use 'pending' to mean 'pending customer
correspondence' and 'stalled' to mean 'not enough time to work on this right
now'</SPAN></DIV>
<DIV><SPAN class=082490917-23062004>I want comments/correspondence to open
pending tickets (aka a customer sends something back in, so it's not pending
anymore).. but not to stalled tickets (aka I or someone else makes a quick
note, but it's still a stalled item).</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004>The changes I've made aren't lengthy, so if
something major changes in the RT API that would break my code (doubtful), it's
not much work to adapt it.</SPAN></DIV>
<DIV><SPAN class=082490917-23062004>I've happily upgraded throughout the RT3
series w/out issue, and the RT2 to RT3 upgrade wasn't horrible
either.</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV><SPAN class=082490917-23062004> -=| Ben</SPAN></DIV>
<DIV><SPAN class=082490917-23062004></SPAN> </DIV>
<DIV> </DIV></FONT></SPAN></BODY></HTML>