[rt-users] Lifecycles: Prevent automatic transition to "open" between active states

[Christian Loos]

Hi Torben,

by default there is an global scrip called "Open Tickets" which set the 
status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.

-Chris

Am 10.02.2012 10:32, schrieb Nehmer Torben:
> Good day,
>
> I have a question regarding custom lifecycles. First of all, the full
> lifecycle configuration can be seen here on Pastebin in case you need
> more information than what I have shown here.
>
> http://pastebin.com/6SBPwVbB
>
> I have set a number of active states in the ticket:
>
>          initial         => [ 'new' ],
>
>          active          => [ 'open', 'inprogress', 'fixed', 'deployed' ],
>
>          inactive        => [ 'resolved', 'rejected', 'deleted' ],
>
> You can change states without much restriction, effectively:
>
>          transitions => {
>
>              ''         => [qw(new open resolved)],
>
>              new        => [qw(open inprogress fixed deployed resolved
> rejected deleted)],
>
>              open       => [qw(new inprogress fixed deployed resolved
> rejected deleted)],
>
>              inprogress => [qw(new open fixed deployed resolved rejected
> deleted)],
>
>              fixed      => [qw(new open inprogress deployed resolved
> rejected deleted)],
>
>              deployed   => [qw(new open inprogress fixed resolved
> rejected deleted)],
>
>              resolved   => [qw(new open inprogress fixed deployed
> rejected deleted)],
>
>              rejected   => [qw(new open inprogress fixed deployed
> resolved deleted)],
>
>              deleted    => [qw(new open inprogress fixed deployed
> rejected resolved)],
>
>          },
>
> So, now if I have a ticket in the “inprogress” state and generate a
> Response using the web interface. I leave the Status field at the
> default (“inprogress (unchanged)”). RT then changes the status of the
> ticket back to ”open”.
>
> How can I prevent this – in other words: Where is the bug in my
> configuration?
>
> Best regards,
> Torben Nehmer