<html>
  <head>
    <meta content="text/html; charset=ISO-8859-1"
      http-equiv="Content-Type">
  </head>
  <body bgcolor="#FFFFFF" text="#000000">
    On 2/3/2012 11:37 AM, Ronald J. Yacketta wrote:
    <blockquote cite="mid:4F2C0D67.60902@potsdam.edu" type="cite">
      <meta content="text/html; charset=ISO-8859-1"
        http-equiv="Content-Type">
      On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
      <blockquote cite="mid:4F2BFEE7.9020802@potsdam.edu" type="cite">
        <meta http-equiv="content-type" content="text/html;
          charset=ISO-8859-1">
        Hello all!<br>
        <br>
        We went live with rt 4.0.04 last night and have been getting
        reports of end-users being unable to change ticket status in ANY
        queue from New -> Open. <br>
        <br>
        Ticket 39927: Status 'open' isn't a valid status for tickets in
        this queue. <br>
        <br>
        We are using the 'default' Lifecycle which allows for 'new'
        -> 'open'<br>
        <br>
        <span style="color: rgb(0, 0, 0); font-family: arial, helvetica,
          sans-serif; font-size: 13px; font-style: normal; font-variant:
          normal; font-weight: normal; letter-spacing: normal;
          line-height: 16px; orphans: 2; text-align: -webkit-auto;
          text-indent: 0px; text-transform: none; white-space: normal;
          widows: 2; word-spacing: 0px; -webkit-text-size-adjust: auto;
          -webkit-text-stroke-width: 0px; background-color: rgb(238,
          238, 238); display: inline !important; float: none; ">default
          => {<br>
                  initial         => [ 'new' ],<br>
                  active          => [ 'new',' open', 'stalled' ],<br>
                  inactive        => [ 'resolved', 'rejected',
          'deleted', 'billed' ],<br>
          <br>
          ...<br>
          # Added 'billed' transaction status<br>
          transitions => {<br>
                      ''       => [qw(new open resolved)],<br>
          <br>
                      # from   => [ to list ],<br>
                      new      => [qw(open stalled resolved rejected
          billed deleted)],<br>
                      open     => [qw(new stalled resolved rejected
          billed deleted)],<br>
                      stalled  => [qw(new open rejected resolved
          billed deleted)],<br>
                      resolved => [qw(new open stalled rejected
          billed deleted)],<br>
                      rejected => [qw(new open stalled resolved
          billed deleted)],<br>
                      billed   => [qw(new open stalled rejected
          resolved deleted)],<br>
                      deleted  => [qw(new open stalled rejected
          resolved billed)],<br>
                  },<br>
          ...<br>
          actions => [<br>
                      'new -> open'      => {<br>
                          label  => 'Open It', # loc<br>
                          update => 'Respond',<br>
                      },<br>
          <br>
          ...<br>
          <br>
          <br>
        </span><span style="color: rgb(0, 0, 0); font-family: arial,
          helvetica, sans-serif; font-size: 13px; font-style: normal;
          font-variant: normal; font-weight: normal; letter-spacing:
          normal; line-height: 16px; orphans: 2; text-align:
          -webkit-auto; text-indent: 0px; text-transform: none;
          white-space: normal; widows: 2; word-spacing: 0px;
          -webkit-text-size-adjust: auto; -webkit-text-stroke-width:
          0px; background-color: rgb(238, 238, 238); display: inline
          !important; float: none; "></span> <br>
        <fieldset class="mimeAttachmentHeader"></fieldset>
        <br>
        <pre wrap="">--------
RT Training Sessions (<a moz-do-not-send="true" class="moz-txt-link-freetext" href="http://bestpractical.com/services/training.html">http://bestpractical.com/services/training.html</a>)
* Boston — March 5 & 6, 2012</pre>
      </blockquote>
      Seeing the following log message when attempting to set status
      from 'new' to 'open'<br>
      <br>
      Feb  3 11:37:39 track RT:
      SelectQueue---33610---CreateTicket---1CurrentUserSelectQueue---33610---ShowTicket---1ticketsDefaultQueuecreate_in_typesActions_session_idCurrentSearchHashmy_rt_portletsSelectQueue---33610---CreateTicket---0NextPagei

      at
      /opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged

      line 11.
(/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11<br>
      <br>
      time to dig<br>
      <br>
      <fieldset class="mimeAttachmentHeader"></fieldset>
      <br>
      <pre wrap="">--------
RT Training Sessions (<a class="moz-txt-link-freetext" href="http://bestpractical.com/services/training.html">http://bestpractical.com/services/training.html</a>)
* Boston — March 5 & 6, 2012</pre>
    </blockquote>
    Ignore that last message, looks like RT:AT devs left a hanging
    'warn' in 'Privileged' still trying to figure out whye we can not go
    from 'new' -> 'open'<br>
  </body>
</html>