<div dir="ltr"><br><div class="gmail_extra"><br><div class="gmail_quote">On Wed, Jan 20, 2016 at 8:33 AM, Max McGrath <span dir="ltr"><<a href="mailto:mmcgrath@carthage.edu" target="_blank">mmcgrath@carthage.edu</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">Hi all -</div></blockquote><div><br></div><div>Hi Max,</div><div><br></div><div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div>I recently added some new statuses to my Lifecycles and now my workflows seem to be somewhat broken. For example, if I have an <b>Open</b> ticket, if a user replies to that ticket via email it will be moved to <b>Stalled</b>. </div></div></blockquote><div><br></div><div>That sounds like a scrip is firing. Do you have a scrip that modifies the ticket status?</div><div><br></div><div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div> That is not how it should be. I made my Lifecycle changes in RT_SiteConfig.pm and took a backup of the original RT_SiteConfig.pm. When I put the original back in place, all workflows work as expected -- so I obviously screwed something up with the Lifecycles, but I just can't see what it is. </div></div></blockquote><div><br></div><div>Have you tried making one change at a time and then verify the correctness of that one change?</div><div><br></div><div>It looks like you have just the one "default" lifecycle. Is that correct?</div><div><br></div><div>We use perl in the lifecycle portion of the config to drive it. Once you get beyond two lifecycles it is very hard to edit and verify by hand. Also, if your lifecycle is a fully connected graph, then you can use perl to make all the transitions arrays programatically.</div><div><br></div><div>-m</div><div><br></div><div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div> The new statuses are <b>considering</b>, <b>userWait</b>, <b>vendorWait</b> and <b>scheduled</b>. Any help is appreciated...</div><div><br></div><div><div><span style="background-color:rgb(255,255,0)">Set(%Lifecycles,</span></div><div><span style="background-color:rgb(255,255,0)"> default => {</span></div><div><span style="background-color:rgb(255,255,0)"> initial => [ 'new' ],</span></div><div><span style="background-color:rgb(255,255,0)"> active => [ <b>'considering',</b> 'open', 'stalled', <b>'userWait', 'vendorWait', 'scheduled'</b> ],</span></div><div><span style="background-color:rgb(255,255,0)"> inactive => [ 'resolved', 'rejected', 'deleted' ],</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> defaults => {</span></div><div><span style="background-color:rgb(255,255,0)"> on_create => 'new',</span></div><div><span style="background-color:rgb(255,255,0)"> on_merge => 'resolved',</span></div><div><span style="background-color:rgb(255,255,0)"> approved => 'open',</span></div><div><span style="background-color:rgb(255,255,0)"> denied => 'rejected',</span></div><div><span style="background-color:rgb(255,255,0)"> reminder_on_open => 'open',</span></div><div><span style="background-color:rgb(255,255,0)"> reminder_on_resolve => 'resolved',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> transitions => {</span></div><div><span style="background-color:rgb(255,255,0)"> '' => [qw(new open resolved)],</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> # from => [ to list ],</span></div><div><span style="background-color:rgb(255,255,0)"> new => [qw(open stalled resolved rejected deleted considering scheduled userWait vendorWait)],</span></div><div><span style="background-color:rgb(255,255,0)"> open => [qw(new stalled resolved rejected deleted considering scheduled userWait vendorWait)],</span></div><div><span style="background-color:rgb(255,255,0)"> considering => [qw(new stalled resolved rejected deleted scheduled userWait vendorWait)],</span></div><div><span style="background-color:rgb(255,255,0)"> scheduled => [qw(new stalled resolved rejected deleted considering userWait vendorWait)],</span></div><div><span style="background-color:rgb(255,255,0)"> userWait => [qw(new stalled resolved rejected deleted scheduled)],</span></div><div><span style="background-color:rgb(255,255,0)"> vendorWait => [qw(new stalled resolved rejected deleted scheduled)],</span></div><div><span style="background-color:rgb(255,255,0)"> stalled => [qw(new open rejected resolved deleted considering scheduled userWait vendorWait)],</span></div><div><span style="background-color:rgb(255,255,0)"> resolved => [qw(new open stalled rejected deleted considering scheduled userWait vendorWait)],</span></div><div><span style="background-color:rgb(255,255,0)"> rejected => [qw(new open stalled resolved deleted considering scheduled)],</span></div><div><span style="background-color:rgb(255,255,0)"> deleted => [qw(new open stalled rejected resolved considering scheduled)],</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> rights => {</span></div><div><span style="background-color:rgb(255,255,0)"> '* -> deleted' => 'DeleteTicket',</span></div><div><span style="background-color:rgb(255,255,0)"> '* -> *' => 'ModifyTicket',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> actions => [</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> open' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Open It', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> resolved' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Resolve', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> rejected' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Reject', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> deleted' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Delete', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> considering' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Consider', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> scheduled' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Schedule', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> userWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'userWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'new -> vendorWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'vendorWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> stalled' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Stall', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> resolved' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Resolve', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> rejected' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Reject', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> considering' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Consider', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> scheduled' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Schedule', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> userWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'userWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'open -> vendorWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'vendorWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> 'stalled -> open' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Open It', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'stalled -> resolved' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Resolve', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'stalled -> considering' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Consider', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'stalled -> scheduled' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Schedule', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'stalled -> userWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'userWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'stalled -> vendorWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'vendorWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> 'considering -> open' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Open It', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'considering -> scheduled' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Schedule', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'considering -> stalled' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Stall', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'considering -> userWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'userWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'considering -> vendorWait' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'vendorWait', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> 'scheduled -> resolved' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Resolve', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Respond',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"><br></span></div><div><span style="background-color:rgb(255,255,0)"> 'resolved -> open' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Re-open', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'rejected -> open' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Re-open', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> update => 'Comment',</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> 'deleted -> open' => {</span></div><div><span style="background-color:rgb(255,255,0)"> label => 'Undelete', # loc</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><span style="background-color:rgb(255,255,0)"> ],</span></div><div><span style="background-color:rgb(255,255,0)"> },</span></div><div><br></div><div><div><div dir="ltr"><div><div dir="ltr"><div>--<br>Max McGrath <a href="https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21" target="_blank"><img src="https://static.licdn.com/scds/common/u/img/webpromo/btn_profile_greytxt_80x15.png"></a><br>Network Administrator<br>Carthage College<br><a href="tel:262-552-5512" value="+12625525512" target="_blank">262-552-5512</a><br><a href="mailto:mmcgrath@carthage.edu" target="_blank">mmcgrath@carthage.edu</a></div></div></div></div></div></div>
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