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On 2/3/2012 11:37 AM, Ronald J. Yacketta wrote:
<blockquote cite="mid:4F2C0D67.60902@potsdam.edu" type="cite">
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On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
<blockquote cite="mid:4F2BFEE7.9020802@potsdam.edu" type="cite">
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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>
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<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>
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<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>
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