[rt-users] Adding more status types

[Dave Dennis]

Adding a custom field is a great solution, but for one issue:
The custom field is not available from List.html or Update.html at ticket
resolve time.  So the workflow of resolving a ticket suffers as the operator
must visit the Basics screen and make a special detour in order to complete the
resolve custom field value.


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------

On Tue, 22 Jun 2004 ann at drop.2organize.com wrote:

> Michael wrote:
>
> > I know I've said this before, but if you feel a need to change the
> > statuses, I would strongly suggest reconsidering a more RT like way of
> > solving your work flow. There are no API guarantees for statuses which
> > means that your custom statuses can break at any point with an upgrade.
>
> I agree with Michael here, for what it's worth.  We needed slightly
> more fine-grained control, to indicate whether a ticket was waiting
> for client input, in testing, ready to put live, etc--all of which
> fall under the 'open' status.
>
> I actually did go to the code and add the additional states, but
> decided not to apply the patch to the live server because it looked
> as if it had the potential to make upgrades painful.
>
> In the end, our solution was to add a custom field, 'phase', which
> holds the additional values.  I then modified the template so that you
> always see the phase in addition to the status, if it is present.
>
> It actually turned out that this model more accurately represents
> how we think about the tickets than additional status entries would,
> because for status it is always a progression from new to resolved,
> whereas the phase can bounce between different states.
>
> Anyhow, this is just another suggestion on how the different states
> could be handled.
>
> - Ann
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