[Rt-devel] Custom statuses

[Harald Wagener]

Am 03.05.2006 um 20:19 schrieb Phil Smith III:

> OK, I've read the discussion about custom statuses before, and  
> tried to use them, and have concluded that they are, indeed, not a  
> good idea *with the current RT implementation*.

I wouldn't say that they're a bad idea, but they seem to be like the  
red headed stepchild of RT customizations.

> What I'd like to do is to explore how hard/reasonable it would be  
> to support them.  I know there's a lot of theological inertia  
> against doing so, but from what I see, there's also a lot of  
> interest.  So to me it's worth at least considering.

I don't think it's much to do with theology. I would prefer custom  
fileds in most cases, since it's easier to fill them with more  
meaningful things than just single words.

> The product already sort of supports custom statuses, via the  
> @ActiveStatus and @InactiveStatus records in the config file.  The  
> problem in using them (at least, the problem WE hit; there may be  
> more!) is that tickets in custom statuses don't show up on the RT  
> homepage lists, so they get "lost" easily.

They don't show up in SelfService as well.

> My thinking is that if the default queries for the "highest  
> priority" (and under "Queue" in "Quick Search", and, I suppose,  
> "unowned") tickets on the homepage were to be "find tickets NOT in  
> any of the @InactiveStatus statuses" rather than "Find tickets in  
> new/open/stalled", then using custom statuses would mostly work.

You can easily implement that change in a local overlay. It should be  
in RT proper, but I have been too lazy to produce and post a patch. I  
am fairly sure Jesse would accept a clean patch, but possibly not for  
3.4.x anymore.

Regards,
     Harald

-- 
harald wagener
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