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<p class="MsoNormal"><span style="color:#1F497D">Hi,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">You are right, thanks for the input.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">I’m trying to set up a custom Lifecycle that I want to use in a few Queues, but seemingly I cant manage to get the configuration to be activated (Still only have the option Default, in the lifecycle
dropdown.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Here is the config, from RT_SiteConfig.pm, server is rebooted after config change, is there something wrong with this or is it something changed in RT 4.4.0?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Set(%Lifecycles, Kundservice => {<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> initial => [qw(new)], # loc_qw<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> active => [qw(open)], # loc_qw<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> inactive => [qw(stalled resolved rejected deleted)], # loc_qw<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> },<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> transitions => {<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> "" => [qw(new open resolved)],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> # from => [ to list ],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> new => [qw( open stalled resolved rejected deleted)],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> open => [qw(new stalled resolved rejected deleted)],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> stalled => [qw(new open rejected resolved deleted)],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> resolved => [qw(new open stalled rejected deleted)],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> rejected => [qw(new open stalled resolved deleted)],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> deleted => [qw(new open stalled rejected resolved )],<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> },<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">);<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Thanks <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>Från:</b> Zoey Schutt [mailto:zoey@braincoral.io] <br>
<b>Skickat:</b> den 16 maj 2016 14:46<br>
<b>Till:</b> Joel Bergmark <joel.bergmark@t3.se>; rt-users@lists.bestpractical.com<br>
<b>Ämne:</b> Re: Stalled tickets - Open on comment/reply?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black">Hi Joel,<o:p></o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black">There is indeed a scrip that auto-changes the status of inactive tickets back to active when a customer replies. However, stalled is not considered an inactive status in
the default life cycle. Feel free to correct me if I'm wrong, but due to this the built-in scrip will not change the status to open when a ticket gets updated while in stalled status. <o:p></o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black">Below is a portion of the default lifecycle, anything in inactive will cause the ticket's status to be updated.<o:p></o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"> default => {<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"> initial => [qw(new)], # loc_qw<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"> active => [qw(open stalled)], # loc_qw<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"> inactive => [qw(resolved rejected deleted)], # loc_qw<o:p></o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="background:white"><span style="font-size:12.0pt;color:black">Regards,<o:p></o:p></span></p>
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<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black"><o:p> </o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black">Zoey Schutt<o:p></o:p></span></p>
<p style="background:white"><span style="font-family:"Calibri",sans-serif;color:black">Braincoral Technology, LLC<o:p></o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="color:black">From:</span></b><span lang="EN-US" style="color:black"> rt-users <</span><span style="color:black"><a href="mailto:rt-users-bounces@lists.bestpractical.com"><span lang="EN-US">rt-users-bounces@lists.bestpractical.com</span></a></span><span lang="EN-US" style="color:black">>
on behalf of Joel Bergmark <</span><span style="color:black"><a href="mailto:joel.bergmark@t3.se"><span lang="EN-US">joel.bergmark@t3.se</span></a></span><span lang="EN-US" style="color:black">><br>
<b>Sent:</b> Thursday, May 12, 2016 2:30:01 PM<br>
<b>To:</b> </span><span style="color:black"><a href="mailto:rt-users@lists.bestpractical.com"><span lang="EN-US">rt-users@lists.bestpractical.com</span></a></span><span lang="EN-US" style="color:black"><br>
<b>Subject:</b> [rt-users] Stalled tickets - Open on comment/reply?</span><span lang="EN-US" style="font-size:12.0pt;font-family:"Times New Roman",serif">
<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US" style="font-size:12.0pt;font-family:"Times New Roman",serif"> <o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US">Perhaps this is not a bug, but stalled tickets that gets updated via email from external parties, didn’t this previously change the status of the ticket to Open?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip either (due to lack of perl skills).<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Is this a bug or supposed to work in this way?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Regards<o:p></o:p></span></p>
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