[rt-users] RT380: Adding custom Status

Thu Dec 18 11:50:46 EST 2008

I am according of Drew. I have forgotten to say it. Sorry :(

Furthermore, Drew's advice appears in the wiki many times.

Once I had to do it in the RT_Config.pm file because the server was changed
completely :( :(

Regards,

 ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

 Altran

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es

-----Mensaje original-----
De: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Enviado el: jueves, 18 de diciembre de 2008 17:35
Para: Alberto Villanueva
CC: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] RT380: Adding custom Status

It is very bad practice to modify RT_Config rather than RT_SiteConfig 
since upgrades will overwrite RT_Config. ALL changes that are 
site-specific should go in RT_SiteConfig.

To answer the question asked, I have a script that I run whenever I make 
changes to my RT:
service httpd stop
rm -rf /usr/local/rt3/var/mason_data/*
service httpd start

Alberto Villanueva wrote:
>
> I would try to write the same in the "RT_Config.pm" file, and you 
> should remove these lines of the "RT_SiteConfig.pm" file.
>
> And. restart apache
>
> Good luck!!
>
> Regards,
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> ____________________________________________
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es <http://www.altran.es>
>
> ------------------------------------------------------------------------
> size=2 width="100%" align=center>
>
> *De:* O'Leary, Paul [mailto:Paul_OLeary at breconridge.com]
> *Enviado el:* jueves, 18 de diciembre de 2008 17:19
> *Para:* Alberto Villanueva
> *CC:* rt-users at lists.bestpractical.com
> *Asunto:* RE: [rt-users] RT380: Adding custom Status
>
> I have done the same, putting the following into my RT_SiteConfig.pm file
>
> # Add the custom status for Complete to config
>
> Set(@ActiveStatus, qw(new assesing assessed open stalled complete));
>
> Set(@InactiveStatus, qw(resolved rejected deleted));
>
> Did an httpd restart which restarted apache ok. But I still cannot see 
> the complete status on any of the pages?
>
> Is there anything in the RT cache that may need to be cleared out? 
> Mason_data?
>
> Cheers
>
> Paul
>
> ------------------------------------------------------------------------
>
> *From:* Alberto Villanueva [mailto:alberto.villanueva at altran.es]
> *Sent:* Thursday, December 18, 2008 11:14 AM
> *To:* O'Leary, Paul
> *Subject:* RE: [rt-users] RT380: Adding custom Status
>
> I have resolved the same problem to writing the "RT_SiteConfig.pm" 
> file, and restarting apache.
>
> Set(@ActiveStatus, qw(new open stalled <your custom statuses with 
> spaces as the others>));
>
> Set(@InactiveStatus, qw(resolved rejected deleted));
>
> Regards,
>
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> ____________________________________________
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es <http://www.altran.es>
>
> <hr size=2 width="100%" align=center>
>
> *De:* O'Leary, Paul [mailto:Paul_OLeary at breconridge.com]
> *Enviado el:* jueves, 18 de diciembre de 2008 17:05
> *Para:* Alberto Villanueva; rt-users at lists.bestpractical.com
> *CC:* poleary1 at gmail.com
> *Asunto:* RE: [rt-users] RT380: Adding custom Status
>
> Thanks, I had seen this before and used to initially to test my 
> status. I am adding a "Complete" status to my tickets in addition to 
> resolved. It does indeed add the status to the list of statuses in the 
> drop down menu, but it does not show the "Complete" link in pages that 
> show Open, Resolve, etc. For example the RT at a Glance Quick Search 
> shows only New Open and Stalled, it does not have my Complete column. 
> Also the main ticket display page show Open, Comment, Reply and 
> Resolve as links at the top of the ticket. I would like to have my 
> Complete show there as well. I assume this is where all the local html 
> files come into play to override the defaults. I am looking for a list 
> of files I guess that need to be editing to add the functionality I 
> describe. Sorry if I wasn't clear on what I was looking for.
>
> In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of 
> stuff in it, but that doesn't exist on 380 under RTHOME/share/html as 
> it does in 363. There also appears to be several pages under the 
> Elements directory that have changed.
>
> Is there a list that shows which files would need to be edited? Or a 
> procedure to follow to add this functionality?
>
> Again, many thanks.
>
> ------------------------------------------------------------------------
>
> *From:* Alberto Villanueva [mailto:alberto.villanueva at altran.es]
> *Sent:* Thursday, December 18, 2008 10:51 AM
> *To:* O'Leary, Paul; rt-users at lists.bestpractical.com
> *Cc:* poleary1 at gmail.com
> *Subject:* RE: [rt-users] RT380: Adding custom Status
>
> This will help you J
>
> http://wiki.bestpractical.com/view/CustomStatuses
>
> Regards,
>
> ALBERTO VILLANUEVA VAL
>
> Consultor
>
> ____________________________________________
>
> *Altran*
>
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
>
> www.altran.es <http://www.altran.es>
>
> "This email is confidential. Any unauthorized use or disclosure is
> strictly prohibited."
>
> "This email is confidential. Any unauthorized use or disclosure is
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>
> "This email is confidential. Any unauthorized use or disclosure is
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>
> ------------------------------------------------------------------------
>
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-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati