[rt-users] Generating Reports and Adding Custom Statuses

[Ruslan U. Zakirov]

Then you'll add 'waiting for foo', 'waiting for bar', 'resolved xxx'...
One day you'll end up with some complicated thing that integrated too 
deeply in RT core and RT 'status' *is core* thing.

Search in the list for 'custom status'. This topic was discussed deeply 
enough. Users' suggested other variants that works in more flexible way.

Please, read it.

Christian Hammers wrote:
> Hello Chris
> 
> On Mon, Nov 15, 2004 at 01:13:46PM -0500, Chris Cahill wrote:
> 
>>Also, they would like to add a status ("In Testing") and rename 
>>"Stalled" to "On Hold". How hard is this to accomplish?
> 
> 
> I can help you with this. We implemented "waiting" (for customer to
> respond)" and will soon split to "waiting for reminder" and "waiting 
> for autoclose" (if customer does not react within 4 days the case is
> considered as solved) which was a good idea I got from OTRS.
> 
> Anyway, I remember that I entered the new state in very few files, I
> think it was even enough to write it in
>  @@ /etc/request-tracker3.2/RT_SiteConfig.pm
>  - @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
>  + @ActiveStatus = qw(new open stalled waiting) unless @ActiveStatus;
> 
> and then adjust your search queries that waiting shows up in "my 10 high
> prio tickets" or in the "keyword search" from the upper right corner.
> See html/Elements/MyTickets and html/SelfService/Elements/MyRequests
> 
> bye,
> 
> -christian-
>