[rt-users] [rt 4.0.4] Unable to change status from New -> Open

[Ronald J. Yacketta]

On 2/3/2012 11:37 AM, Ronald J. Yacketta wrote:
> On 2/3/2012 10:36 AM, Ronald J. Yacketta wrote:
>> Hello all!
>>
>> We went live with rt 4.0.04 last night and have been getting reports 
>> of end-users being unable to change ticket status in ANY queue from 
>> New -> Open.
>>
>> Ticket 39927: Status 'open' isn't a valid status for tickets in this 
>> queue.
>>
>> We are using the 'default' Lifecycle which allows for 'new' -> 'open'
>>
>> default => {
>>         initial         => [ 'new' ],
>>         active          => [ 'new',' open', 'stalled' ],
>>         inactive        => [ 'resolved', 'rejected', 'deleted', 
>> 'billed' ],
>>
>> ...
>> # Added 'billed' transaction status
>> transitions => {
>>             ''       => [qw(new open resolved)],
>>
>>             # from   => [ to list ],
>>             new      => [qw(open stalled resolved rejected billed 
>> deleted)],
>>             open     => [qw(new stalled resolved rejected billed 
>> deleted)],
>>             stalled  => [qw(new open rejected resolved billed deleted)],
>>             resolved => [qw(new open stalled rejected billed deleted)],
>>             rejected => [qw(new open stalled resolved billed deleted)],
>>             billed   => [qw(new open stalled rejected resolved deleted)],
>>             deleted  => [qw(new open stalled rejected resolved billed)],
>>         },
>> ...
>> actions => [
>>             'new -> open'      => {
>>                 label  => 'Open It', # loc
>>                 update => 'Respond',
>>             },
>>
>> ...
>>
>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Boston --- March 5&  6, 2012
> Seeing the following log message when attempting to set status from 
> 'new' to 'open'
>
> Feb  3 11:37:39 track RT: 
> SelectQueue---33610---CreateTicket---1CurrentUserSelectQueue---33610---ShowTicket---1ticketsDefaultQueuecreate_in_typesActions_session_idCurrentSearchHashmy_rt_portletsSelectQueue---33610---CreateTicket---0NextPagei 
> at 
> /opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged 
> line 11. 
> (/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11
>
> time to dig
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012
Ignore that last message, looks like RT:AT devs left a hanging 'warn' in 
'Privileged' still trying to figure out whye we can not go from 'new' -> 
'open'
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