[rt-users] Adding more status types

[Jesse Vincent]

On Wed, Jun 23, 2004 at 08:06:04PM +0400, Ruslan U. Zakirov wrote:
> Jesse, could you please comment on patch, what problem could happen with it?

The patch looks reasonable, but I'd recommend doing it with callbacks
rather than a patch. (See RTFM for an example of extending that page)

> >If we did it by custom statuses and expanded 'stalled' to mean stalled at 
> >the
> >vendors end or stalled inhouse, or even more granular stalled in house 
> >because
> >of shipping, or because of backorder, or what have you ... we'd have a way 
> >to
> >split tickets out that exceeded our SLA, and be able to better explain why 
> >to
> >senior mgt, other than just saying they're 'stalled.'  We tried custom 
> >fields
> >for this and that works fine, except for the huge gotcha that the resolve
> >screens (Listing.html or Update.html) don't show custom fields!!!! So what 
> >good
> >would be a custom field showing a resolve code if you cannot see it without
> This also solvable and folks here sent patches that add CF values in 
> ticket listings.
> 
> >chunking over to "Basics," updating that, then sauntering back to 
> >Update.html
> >and resolving.  Its a workflow headache I can't unleash on a busy staff, 
> >sounds
> >like triviality there I am sure, but turning a 1-click resolve into a 3-4 
> >click
> >resolve detour is just not acceptable, the custom fields needs to be on the
> >ticket resolve screens, imho.
> >
> >
> >Kind regards,
> >
> >Dave D
> 



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