[Rt-users] Custom Statuses

[Michael S. Liebman]

At 03:53 PM 4/15/2004, Dave Dennis wrote:
>"sold" or "sent brochure" or "check cleared" or whatever
>as either subsets of or replacements for the ubiquitous
>and not-detailed-enough "resolved" as a ticket end-condition.

That screams custom field to me. You need to separate the workflow status 
(new, open, closed, etc.) from the business status (sold, returned, 
exchanged, etc.). Most ticketing systems tend to use an exclusive selection 
field (radio buttons) for the status and provide a text field for the 
resolution. RT choses to provide that text field as yet another 
correspondence transaction. That's not to say you can't provide your own 
resolution field in a custom field of your choosing.

>Am I barking uselessly with a bad workflow model or does
>that help explain and there's merit?

I think your on the right track but just need to adapt a little to how RT 
works. To that end, I'm working on a patch to ticket/Update.html that will 
display a custom field when the DefaultStatus is resolved. I think that 
will go a long way to helping you based on your earlier messages.

Michael

-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                 http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"