[rt-users] New ticket statuses

[Stephen Dowdy]

Joseph Hammerman wrote:

> application on different servers. In light of that it would be brilliant 
> if someone could tell me A) whether RT must be completely rebuilt after 
> this change is made, and B) the actual steps for changing either the 
> names of existing statuses or adding new statuses. Thanks RT-users!

I think you'll just need to restart the web server.

I would suggest, if you wish to avoid possible namespace collisions with new 
RT status values in the future, that you name any site-specific status 
values with a name scheme like:

	{ORG}_{status}   or X-{status}
e.g.
         BoffCo_ExtraCrunchy
	X-critical

( I haven't run across any documented - or not - recommended naming scheme 
for site-specific status values.  It'd be nice if bestpractical would define 
one)

I personally would like to see some new *official* status values come into 
being.  For example, i don't think "Open" is a sufficiently strong indicator 
of what to tag a message you have resolved for which a user is responding 
(presumably because they don't believe the issue is resolved).

Something like "reopened" so it's immediately flagged as being different 
than a normal open or new message.  (a previous helpdesk app i used to use 
would tag such messages as "PENDING DATA" (not exactly the right wording, 
but it flagged the messages).

--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAP
303.497.2869  -  sdowdy at ucar.edu  -  http://www.rap.ucar.edu/~sdowdy/