[rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry

[Ruslan Zakirov]

Hi,

As all options in the RT config you should copy original from RT_Config.pm
into RT_SiteConfig.pm. Hash options (options that start with %) are special
as those are merged, so you can replace only one element in a hash. Hash
merging works in 4.0.x and newer. In RT 3.8 you have to copy whole option
even if it's hash based.

For example, option X in RT_Config.pm has the following value:

Set( %X, key1 => 'value1', key2 => 'value2' );

In RT_SiteConfig.pm the following lines have different meaning in RT3 and
RT4:

Set( %X, key1 => 'my_value' );
# RT3: replaces key1 and deletes value of key2
# RT4: replaces key1, but key2 is still set to value2

This only works one level deep. In context of lifecycles this means that you
have to copy default lifecycle completely and adjust, but you can skip
copying 'approvals' lifecycle that is less customizable.

On Sat, Sep 3, 2011 at 7:15 PM, Josh Narins <jnarins at seniorbridge.com>wrote:

> Small update. Once I removed the partial Lifecycles configuration from
> RT_SiteConfig.pm the mail system began to work again.****
>
>
> I guess what I need to know is "What is the minimal amount of Lifecycle
> configuration in etc/RT_SiteConfig.pm to get an extra status to work?"****
>
> ** **
>
> Thanks, again. RT really is a great product to work with.****
>
> ** **
>
>
> *Josh Narins*
> Director of Application Development
> SeniorBridge
>
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnarins at seniorbridge.com
> seniorbridge.com <http://www.seniorbridge.com/>
>
> [image: SeniorBridge]
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Josh Narins
> *Sent:* Saturday, September 03, 2011 10:45 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Weekend Update rt3.8.8 -> rt4.0.2 gone awry****
>
> ** **
>
> The mailgate is returning this:****
>
> ** **
>
> Could not record email: Ticket creation failed: RT::Ticket : Status 'new'
> isn't a valid status for tickets in this queue.
> (/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75)
> ****
>
> ** **
>
> Which is a potentially bigger and bigger deal, as time passes.****
>
> ** **
>
> We previously had two extra statusses, defined in RTSiteConfig's
> @ActiveStatus called 'fixed' and 'approved.'****
>
> ** **
>
> I have remove that line from the config, and replaced it with ****
>
> ** **
>
> Set(%Lifecycles,****
>
>     default => {****
>
>         active          => [ 'open', 'stalled', 'fixed', 'approved' ],****
>
>         defaults => { on_create => 'new', on_merge => 'resolved', },****
>
>     }****
>
> );****
>
> ** **
>
> I dug down far enough to start understanding RT::Lifecycle, but I didn't
> easily find any portion which tells me which statusses are valid for which
> queues, or how that might be configured in RT_SiteConfig.pm. ****
>
> ** **
>
> Any help would be appreciated.**
>
> ** **
>
> *Josh Narins*
> Director of Application Development
> SeniorBridge****
>
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnarins at seniorbridge.com
> seniorbridge.com <http://www.seniorbridge.com/>
>
> [image: SeniorBridge]****
>
> ** **
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-- 
Best regards, Ruslan.
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