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<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>RT
3.6.1</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>Additional
statuses are created in RT_config.pm</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>at the
section:</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><SPAN lang=NL-BE><BR><FONT face=Courier
size=2>@ActiveStatus = qw(new open testing stalled) unless
@ActiveStatus;<BR>@InactiveStatus = qw(resolved closed rejected deleted) unless
@InactiveStatus;</FONT></DIV></SPAN></SPAN>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>- testing and
closed are the additional statuses</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><FONT size=2><FONT face=Courier><SPAN class=669560910-11062008>To make them
appear in the web interface ch</SPAN><SPAN class=669560910-11062008><FONT>eck
out the files:</FONT></SPAN></FONT></FONT></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2>"path_to_RT/html/Elements/" Quicksearch and
QueueSummary</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>When looking
inside you'll see the sections concerning the ticket
status.<BR><BR>Quicksearch:</FONT></SPAN></DIV><SPAN
class=669560910-11062008><SPAN lang=NL-BE>
<DIV><FONT face=Arial size=2></FONT><BR><FONT face=Courier size=2><&
/Elements/QueueSummary,<BR></FONT><FONT size=2><FONT face=Courier><SPAN
class=669560910-11062008> </SPAN>cache =>
'quick_search_queues',<BR></FONT></FONT><FONT size=2><FONT face=Courier><SPAN
class=669560910-11062008> </SPAN>queue_filter => sub {
$_->CurrentUserHasRight('ShowTicket') && !exists
$unwanted->{$_->Name} },<BR></FONT></FONT><FONT size=2><FONT
face=Courier><SPAN class=669560910-11062008> </SPAN>conditions
=> [ {cond => "Status = 'new'", name => loc ('new')
},<BR> {cond => "Status = 'open'", name => loc ('open')
},</FONT></FONT></DIV>
<DIV><FONT face=Courier size=2> {cond => "Status =
'stalled'", name => loc ('stalled') }<STRONG>,<BR></STRONG></FONT><FONT
face=Courier size=2><STRONG> <EM>{cond => "Status =
'testing'", name => loc ('testing') }</EM></STRONG>]
&><BR></&></FONT></DIV></SPAN></SPAN>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><FONT face=Courier size=2></FONT> </DIV>
<DIV><FONT face=Courier size=2>QueueSummary:</FONT></DIV><SPAN lang=NL-BE>
<DIV><FONT face=Arial></FONT><BR><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008>
</SPAN></tr><BR></FONT></FONT><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>% my
$i;<BR></FONT></FONT><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>% for my $queue (@queues)
{<BR></FONT></FONT><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>%
$i++;<BR></FONT></FONT><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>% my $queue_cond = "Queue =
'$queue->{Name}' AND ";<BR></FONT></FONT><FONT face=Courier><FONT
size=2><SPAN class=669560910-11062008> </SPAN>% my $all_q =
$queue_cond . "(Status = 'open' OR Status = 'new' OR Status = 'stalled'
<EM><STRONG>OR Status = 'testing'</STRONG></EM>)";<BR></FONT></FONT><FONT
face=Courier><FONT size=2><SPAN class=669560910-11062008>
</SPAN><tr class="<% $i%2 ? 'oddline' : 'evenline'%>"
><BR></FONT></FONT><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN><td><a href="<%
$RT::WebPath%>/Search/Results.html?Query=<%$all_q%>" title="<%
$queue->{Description}
%>"><%$queue->{Name}%></a></td><BR></FONT></FONT></SPAN><BR><FONT
face=Courier size=2></FONT></DIV>
<DIV><FONT><FONT face=Courier><FONT size=2>The part with testing is an
additional status<SPAN class=669560910-11062008> to
display</SPAN></FONT></FONT></FONT></DIV>
<DIV><FONT face=Arial size=2></FONT><FONT face=Arial size=2></FONT><FONT
face=Arial size=2></FONT><FONT face=Arial size=2></FONT><FONT face=Arial
size=2></FONT><BR><FONT face=Courier size=2>Now you have to change RT at a
glance.</FONT></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Login as RT administrator.</FONT></SPAN></DIV>
<DIV><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>- <SPAN
class=669560910-11062008>At</SPAN> the right of the bar just be<SPAN
class=669560910-11062008>low</SPAN> <SPAN
class=669560910-11062008>"</SPAN>RT at a glance<SPAN
class=669560910-11062008>"</SPAN> is a link "<EM>E<SPAN
class=669560910-11062008>d</SPAN>it</EM>"<SPAN
class=669560910-11062008>.</SPAN></FONT></FONT></DIV>
<DIV><FONT size=2><FONT face=Courier><SPAN
class=669560910-11062008> - </SPAN>Click on it<SPAN
class=669560910-11062008>. A new screen appears.</SPAN></FONT></FONT></DIV>
<DIV><SPAN class=669560910-11062008></SPAN><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>-<SPAN
class=669560910-11062008> Click now on "<EM>Current search</EM>" at the left
just below "RT at a glance".</SPAN></FONT></FONT></DIV>
<DIV><SPAN class=669560910-11062008></SPAN><SPAN
class=669560910-11062008></SPAN><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>-<SPAN
class=669560910-11062008> You arrive at "Customize Current
Search".</SPAN></FONT></FONT></DIV>
<DIV><SPAN class=669560910-11062008></SPAN><SPAN
class=669560910-11062008></SPAN><FONT face=Courier><FONT size=2><SPAN
class=669560910-11062008> </SPAN>-<SPAN
class=669560910-11062008> Click on: </SPAN>You can also edit the predefined
search itself: <SPAN class=669560910-11062008><EM>Search - Current
search.</EM></SPAN></FONT></FONT><BR><SPAN class=669560910-11062008></SPAN><FONT
face=Courier><FONT size=2><SPAN class=669560910-11062008>
</SPAN>-<SPAN class=669560910-11062008> You will see now the Query Builder. Add
the status to the query and save it at "RT System's saved
searches".</SPAN><BR><SPAN
class=669560910-11062008> It is possible you
need to try out this. I had problems getting it right but suddenly it
worked.</SPAN></FONT></FONT></DIV>
<DIV><FONT face=Courier></FONT> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier><FONT size=2>Changing the
"<SPAN class=left>10 highest priority tickets I own" and "<SPAN
class=left>10 newest unowned tickets" views is similar to the way described
here above.</SPAN></SPAN></FONT></FONT></SPAN></DIV>
<DIV><FONT face=Courier size=2></FONT> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>To activate the
made changes restart the apache server. (/etc/init.d/apache2 restart) (Might not
be necessary)</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>These changes are
for all queues.</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>For the closed
status no additional changes are made since changing a ticket to this status
will make it invisible anyway.</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>This status is
used with custom scrips to send mail.</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>In the example
below a Global approach is used.</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>Create first a
Global Template:</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Name: StatusChangedToClosed<BR> </FONT></SPAN><SPAN
class=669560910-11062008><FONT face=Courier size=2>- Description: Status Changed
To Closed</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Content: </FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2> RT-Attach-Message:
yes</FONT></SPAN></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2> The status of this ticked has
changed to closed.<BR> Meaning no more
action will be taken on this ticket.</FONT></SPAN></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2> This ticket won't be visible
anymore.</FONT></SPAN></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2>
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}<BR></FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>Create then the
Global scrip:</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Description: StatusChangedToClosed</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Condition: User Defined</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Action: User Defined</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>
- Template: Global template: StatusChangedToClosed<BR>
</FONT></SPAN><SPAN class=669560910-11062008><FONT face=Courier size=2>- Custom
condition: return(0) unless ( lc($self->TransactionObj->NewValue) eq
"closed" );<BR> - Custom action preparation
code: <BR> # Now magically turn
myself into a Requestor Notify
object...<BR> require
RT::Action::Notify; bless($self,
'RT::Action::Notify');<BR>
$self->{Argument} = 'Owner, Requestor, Cc,
AdminCc';<BR>
$self->Prepare;<BR> return
1;<BR> - Custom action cleanup code: "never
needed"</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>To make them
active restart the Apache server (/etc/init.d/apache2 restart) (Might not be
necessary)</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008></SPAN><SPAN class=669560910-11062008><FONT
face=Courier size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>To compile this
mini "How to" several Internet sources have been consulted,<BR> Emmanuel Lacour
pointed me in the direction of changing "RT at a glance"<BR>and
others, which I should mention but I can't retrieve them
anymore.</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier size=2>Thank's to
everyone and good luck.</FONT></SPAN></DIV>
<DIV><SPAN class=669560910-11062008><FONT face=Courier
size=2></FONT></SPAN> </DIV></BODY></HTML>