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</o:shapelayout></xml><![endif]--></head><body lang=DE link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Good day,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-GB>I have a question regarding custom lifecycles. First of all, the full lifecycle configuration can be seen here on Pastebin in case you need more information than what I have shown here.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB> <a href="http://pastebin.com/6SBPwVbB">http://pastebin.com/6SBPwVbB</a><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>I have set a number of active states in the ticket:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB> initial => [ 'new' ],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> active => [ 'open', 'inprogress', 'fixed', 'deployed' ],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> inactive => [ 'resolved', 'rejected', 'deleted' ],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>You can change states without much restriction, effectively:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB> transitions => {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> '' => [qw(new open resolved)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> new => [qw(open inprogress fixed deployed resolved rejected deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> open => [qw(new inprogress fixed deployed resolved rejected deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> inprogress => [qw(new open fixed deployed resolved rejected deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> fixed => [qw(new open inprogress deployed resolved rejected deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> deployed => [qw(new open inprogress fixed resolved rejected deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> resolved => [qw(new open inprogress fixed deployed rejected deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> rejected => [qw(new open inprogress fixed deployed resolved deleted)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> deleted => [qw(new open inprogress fixed deployed rejected resolved)],<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> },<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>So, now if I have a ticket in the “inprogress” state and generate a Response using the web interface. I leave the Status field at the default (“inprogress (unchanged)”). RT then changes the status of the ticket back to ”open”.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>How can I prevent this – in other words: Where is the bug in my configuration?<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='mso-fareast-language:DE'>Best regards,<br>Torben Nehmer<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:7.5pt;mso-fareast-language:DE'>-------<br>Torben Nehmer<br>Diplom Informatiker (FH)<br>Business System Developer</span><span style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:7.5pt;mso-fareast-language:DE'>CANCOM Deutschland GmbH<br>Messerschmittstr. 20<br>89343 Scheppach<br>Germany</span><span style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-US style='font-size:7.5pt;mso-fareast-language:DE'>Tel.: +49 8225 - 996-1118<br>Fax: +49 8225 - 996-41118<br></span><span style='font-size:12.0pt;mso-fareast-language:DE'><a href="mailto:torben.nehmer@cancom.de"><span lang=EN-US style='font-size:7.5pt;color:blue'>torben.nehmer@cancom.de</span></a></span><span lang=EN-US style='font-size:10.0pt;mso-fareast-language:DE'><br></span><span style='font-size:10.0pt;mso-fareast-language:DE'><a href="http://www.cancom.de/"><span lang=EN-US style='font-size:7.5pt;color:blue'>www.cancom.de</span></a></span><span lang=EN-US style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:7.5pt;mso-fareast-language:DE'>CANCOM Deutschland GmbH<br>Sitz der Gesellschaft: Jettingen-Scheppach<br>HRB 10653 Memmingen<br>Geschäftsführer: Martin Mayr, Tobias Hörmann</span><span style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:7.5pt;mso-fareast-language:DE'>Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! <br></span><span lang=EN-US style='font-size:7.5pt;mso-fareast-language:DE'>This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!</span><span lang=EN-US style='mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p></div></body></html>