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OK, in case anyone else runs into this, we had custom status’ for inprogress, pending and pend-close in our prior version of RT, and below are the lines we had to add to RT4 to get these status’ to work in the new lifecycles method, you will have to change
for your situation but I thought this might be helpful to others:</div>
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<div><font face="Calibri,sans-serif">Set(%Lifecycles,</font></div>
<div><font face="Calibri,sans-serif"> default => {</font></div>
<div><font face="Calibri,sans-serif"> initial => [ 'new' ],</font></div>
<div><font face="Calibri,sans-serif"> active => [ 'open', 'stalled', 'pending', 'pend-close', 'project', 'inprogress' ],</font></div>
<div><font face="Calibri,sans-serif"> inactive => [ 'resolved', 'rejected', 'deleted' ],</font></div>
<div><font face="Calibri,sans-serif"><br>
</font></div>
<div><font face="Calibri,sans-serif"> defaults => {</font></div>
<div><font face="Calibri,sans-serif"> on_create => 'new',</font></div>
<div><font face="Calibri,sans-serif"> on_merge => 'resolved',</font></div>
<div><font face="Calibri,sans-serif"> approved => 'open',</font></div>
<div><font face="Calibri,sans-serif"> denied => 'rejected',</font></div>
<div><font face="Calibri,sans-serif"> reminder_on_open => 'open',</font></div>
<div><font face="Calibri,sans-serif"> reminder_on_resolve => 'resolved',</font></div>
<div><font face="Calibri,sans-serif"> },</font></div>
<div><font face="Calibri,sans-serif"><br>
</font></div>
<div><font face="Calibri,sans-serif"> transitions => {</font></div>
<div><font face="Calibri,sans-serif"> '' => [qw(new open resolved)],</font></div>
<div><font face="Calibri,sans-serif"><br>
</font></div>
<div><font face="Calibri,sans-serif"> # from => [ to list ],</font></div>
<div><font face="Calibri,sans-serif"> new => [qw(open stalled resolved rejected deleted project inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> open => [qw(new stalled resolved rejected deleted project inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> stalled => [qw(new open rejected resolved deleted project inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> resolved => [qw(new open stalled rejected deleted project inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> rejected => [qw(new open stalled resolved deleted project inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> deleted => [qw(new open stalled rejected resolved project inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> "pend-close" => [qw(new open stalled rejected resolved project inprogress pending)],</font></div>
<div><font face="Calibri,sans-serif"> project => [qw(new open stalled rejected resolved inprogress pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> inprogress => [qw(new open stalled rejected resolved project pend-close pending)],</font></div>
<div><font face="Calibri,sans-serif"> pending => [qw(new open stalled rejected resolved project pend-close inprogress)],</font></div>
<div><font face="Calibri,sans-serif"> },</font></div>
<div><font face="Calibri,sans-serif"> rights => {</font></div>
<div><font face="Calibri,sans-serif"> '* -> deleted' => 'DeleteTicket',</font></div>
<div><font face="Calibri,sans-serif"> '* -> *' => 'ModifyTicket',</font></div>
<div><font face="Calibri,sans-serif"> },</font></div>
<div><font face="Calibri,sans-serif"> actions => [</font></div>
</div>
<div><font face="Calibri,sans-serif">
<div> 'new -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'new -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'new -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'new -> deleted' => {</div>
<div> label => 'Delete', # loc</div>
<div> },</div>
<div> 'new -> pend-close' => {</div>
<div> label => 'Pend-close', # loc</div>
<div> },</div>
<div> 'new -> inprogress' => {</div>
<div> label => 'Inprogress', # loc</div>
<div> },</div>
<div> 'new -> pending' => {</div>
<div> label => 'Pending', # loc</div>
<div> },</div>
<div> 'open -> stalled' => {</div>
<div> label => 'Stall', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'open -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'open -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'open -> pend-close' => {</div>
<div> label => 'Pend-close', # loc</div>
<div> },</div>
<div> 'open -> inprogress' => {</div>
<div> label => 'Inprogress', # loc</div>
<div> },</div>
<div>
<div> 'open -> pending' => {</div>
<div> label => 'Pending', # loc</div>
<div> },</div>
<div> 'stalled -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> },</div>
<div> 'resolved -> open' => {</div>
<div> label => 'Re-open', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'rejected -> open' => {</div>
<div> label => 'Re-open', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'deleted -> open' => {</div>
<div> label => 'Undelete', # loc</div>
<div> },</div>
<div> 'deleted -> pend-close' => {</div>
<div> label => 'Pend-close', # loc</div>
<div> },</div>
<div> 'deleted -> inprogress' => {</div>
<div> label => 'Inprogress', # loc</div>
<div> },</div>
<div> 'deleted -> pending' => {</div>
<div> label => 'Pending', # loc</div>
<div> },</div>
<div> 'pend-close -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'pend-close -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'pend-close -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'pend-close -> deleted' => {</div>
<div> label => 'Delete', # loc</div>
<div> },</div>
<div> 'pend-close -> inprogress' => {</div>
</div>
<div>
<div> label => 'Inprogress', # loc</div>
<div> },</div>
<div> 'pend-close -> pending' => {</div>
<div> label => 'Pending', # loc</div>
<div> },</div>
<div> 'pending -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'pending -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'pending -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'pending -> deleted' => {</div>
<div> label => 'Delete', # loc</div>
<div> },</div>
<div> 'pending -> pend-close' => {</div>
<div> label => 'Pend-close', # loc</div>
<div> },</div>
<div> 'pending -> inprogress' => {</div>
<div> label => 'Inprogress', # loc</div>
<div> },</div>
<div> 'inprogress -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'inprogress -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'inprogress -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'inprogress -> deleted' => {</div>
<div> label => 'Delete', # loc</div>
<div> },</div>
<div> 'inprogress -> pend-close' => {</div>
</div>
<div>
<div> label => 'Pend-close', # loc</div>
<div> },</div>
<div> 'inprogress -> pending' => {</div>
<div> label => 'Pending', # loc</div>
<div> },</div>
<div> ],</div>
<div> },</div>
<div># don't change lifecyle of the approvals, they are not capable to deal with</div>
<div># custom statuses</div>
<div> approvals => {</div>
<div> initial => [ 'new' ],</div>
<div> active => [ 'open', 'stalled' ],</div>
<div> inactive => [ 'resolved', 'rejected', 'deleted' ],</div>
<div><br>
</div>
<div> defaults => {</div>
<div> on_create => 'new',</div>
<div> on_merge => 'resolved',</div>
<div> reminder_on_open => 'open',</div>
<div> reminder_on_resolve => 'resolved',</div>
<div> },</div>
<div><br>
</div>
<div> transitions => {</div>
<div> '' => [qw(new open resolved)],</div>
<div><br>
</div>
<div> # from => [ to list ],</div>
<div> new => [qw(open stalled resolved rejected deleted)],</div>
<div> open => [qw(new stalled resolved rejected deleted)],</div>
<div> stalled => [qw(new open rejected resolved deleted)],</div>
<div> resolved => [qw(new open stalled rejected deleted)],</div>
<div> rejected => [qw(new open stalled resolved deleted)],</div>
<div> deleted => [qw(new open stalled rejected resolved)],</div>
<div> },</div>
<div> rights => {</div>
<div> '* -> deleted' => 'DeleteTicket',</div>
<div> '* -> rejected' => 'ModifyTicket',</div>
<div> '* -> *' => 'ModifyTicket',</div>
<div> },</div>
<div> actions => [</div>
<div> 'new -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
</div>
<div>
<div> 'new -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'new -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div> 'new -> deleted' => {</div>
<div> label => 'Delete', # loc</div>
<div> },</div>
<div><br>
</div>
<div> 'open -> stalled' => {</div>
<div> label => 'Stall', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'open -> resolved' => {</div>
<div> label => 'Resolve', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'open -> rejected' => {</div>
<div> label => 'Reject', # loc</div>
<div> update => 'Respond',</div>
<div> },</div>
<div><br>
</div>
<div> 'stalled -> open' => {</div>
<div> label => 'Open It', # loc</div>
<div> },</div>
<div> 'resolved -> open' => {</div>
<div> label => 'Re-open', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'rejected -> open' => {</div>
<div> label => 'Re-open', # loc</div>
<div> update => 'Comment',</div>
<div> },</div>
<div> 'deleted -> open' => {</div>
<div> label => 'Undelete', # loc</div>
<div> },</div>
<div> ],</div>
<div> },</div>
<div>);</div>
</div>
<div><br>
</div>
</font></div>
<div style="color: rgb(0, 0, 0); font-family: Calibri, sans-serif; font-size: 14px;">
<div>Thanks,</div>
<div>Rezty Felty</div>
<div>Senior Linux Administrator</div>
<div>Adknowledge</div>
<div>816-559-1196</div>
</div>
</div>
</div>
<div style="color: rgb(0, 0, 0); font-family: Calibri, sans-serif; font-size: 14px;">
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<span id="OLK_SRC_BODY_SECTION" style="color: rgb(0, 0, 0); font-family: Calibri, sans-serif; font-size: 14px;">
<div style="font-family:Calibri; font-size:11pt; text-align:left; color:black; BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt">
<span style="font-weight:bold">From: </span>Rezty Felty <<a href="mailto:rfelty@adknowledge.com">rfelty@adknowledge.com</a>><br>
<span style="font-weight:bold">Date: </span>Tuesday, August 26, 2014 at 9:16 AM<br>
<span style="font-weight:bold">To: </span>Alex Peters <<a href="mailto:alex@peters.net">alex@peters.net</a>><br>
<span style="font-weight:bold">Cc: </span>"<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>" <<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
<span style="font-weight:bold">Subject: </span>Re: [rt-users] Can't resolve in-progress ticket?<br>
</div>
<div><br>
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<div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-family: Calibri, sans-serif;">
<div>
<div>
<div>Yes, we fixed it with lifecycle entries in the RT_SiteConfig.pm, I hadn’t realized that lifecycles had replaced status’.</div>
<div><br>
</div>
<div>
<div>Thanks,</div>
<div>Rezty Felty</div>
<div>Senior Linux Administrator</div>
<div>Adknowledge</div>
<div>816-559-1196</div>
</div>
</div>
</div>
<div><br>
</div>
<span id="OLK_SRC_BODY_SECTION">
<div style="font-family:Calibri; font-size:11pt; text-align:left; color:black; BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt">
<span style="font-weight:bold">From: </span>Alex Peters <<a href="mailto:alex@peters.net">alex@peters.net</a>><br>
<span style="font-weight:bold">Date: </span>Monday, August 25, 2014 at 5:59 PM<br>
<span style="font-weight:bold">To: </span>Rezty Felty <<a href="mailto:rfelty@adknowledge.com">rfelty@adknowledge.com</a>><br>
<span style="font-weight:bold">Cc: </span>"<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>" <<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
<span style="font-weight:bold">Subject: </span>Re: [rt-users] Can't resolve in-progress ticket?<br>
</div>
<div><br>
</div>
<div>
<div>
<p dir="ltr">Sounds like a possible misconfiguration of the relevant lifecycle:</p>
<p dir="ltr"><a href="https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions">https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions</a></p>
<div class="gmail_quote">On 26/08/2014 1:40 am, "Rezty Felty" <<a href="mailto:rfelty@adknowledge.com">rfelty@adknowledge.com</a>> wrote:<br type="attribution">
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word;color:rgb(0,0,0);font-size:14px;font-family:Calibri,sans-serif">
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<div>More info, have opened additional tickets to test, seems that when any ticket is placed in in-progress status, it then loses all status choices except in-progress.</div>
<div><br>
</div>
<div>
<div>Thanks,</div>
<div>Rezty Felty</div>
<div>Senior Linux Administrator</div>
<div>Adknowledge</div>
<div>816-559-1196</div>
</div>
</div>
</div>
<div><br>
</div>
<span>
<div style="font-family:Calibri;font-size:11pt;text-align:left;color:black;BORDER-BOTTOM:medium none;BORDER-LEFT:medium none;PADDING-BOTTOM:0in;PADDING-LEFT:0in;PADDING-RIGHT:0in;BORDER-TOP:#b5c4df 1pt solid;BORDER-RIGHT:medium none;PADDING-TOP:3pt">
<span style="font-weight:bold">From: </span>Rezty Felty <<a href="mailto:rfelty@adknowledge.com" target="_blank">rfelty@adknowledge.com</a>><br>
<span style="font-weight:bold">Date: </span>Monday, August 25, 2014 at 10:30 AM<br>
<span style="font-weight:bold">To: </span>"<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>" <<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>><br>
<span style="font-weight:bold">Subject: </span>[rt-users] Can't resolve in-progress ticket?<br>
</div>
<div><br>
</div>
<div>
<div style="word-wrap:break-word;color:rgb(0,0,0);font-size:14px;font-family:Calibri,sans-serif">
<div>
<div>
<div>I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that
a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can’t resolve, open, delete, pending, etc. They aren’t even choices in the drop-down in the jumbo ticket display.
Any idea what caused this, and how to resolve?</div>
<div><br>
</div>
<div>
<div>Thanks,</div>
<div>Rezty Felty</div>
<div>Senior Linux Administrator</div>
<div>Adknowledge</div>
<div>816-559-1196</div>
</div>
</div>
</div>
</div>
</div>
</span></div>
<br>
--<br>
RT Training - Boston, September 9-10<br>
<a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
</blockquote>
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