<div dir="ltr">Hi all -<div><br></div><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>. 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. 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 class="gmail_signature"><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>262-552-5512<br><a href="mailto:mmcgrath@carthage.edu" target="_blank">mmcgrath@carthage.edu</a></div></div></div></div></div></div>
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