[rt-users] RES: Customer cannot see tickets with active custom status

[Diaulas Castro]

>>"I can't replicate this on a clean 4.0.5.  Have you customized the self service at all?  It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the >>Requestor can't see a ticket in some queue." Kevin

SelfService intact as come from Ubuntu apt.

If I put the ticket number on top-right search box I got the ticket showing, this exclude permission problem?



>> "Which result is showing delete tickets?  I don't see them in either Open or Closed tickets." Kevin

I was looking for menu that is Active + Inactive, Thomas Sibley show me the right direction to look .

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática 
Tel.: (55 11) 3443-1472 
www.intersolution.inf.br 
Oracle Certified Partner


-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone
Enviada em: sexta-feira, 2 de março de 2012 14:16
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Customer cannot see tickets with active custom status

On Wed, Feb 29, 2012 at 10:37:42PM +0000, Diaulas Castro wrote:
> 
> Hello,
>   My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets.
> 
>   Fragment of active status in LifeCycles
>        active  => [ 'open', 'scheduled', 'started', 'waiting_customer' 
> ],
> 
>   Fragment of inactive status:
>      inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 
> 'report' , 'stalled' ]
> 
>   On "SelfService/Open Tickets" tickets with status waiting_customer isn't showing but my inactives custom status shows on "SelfService/Closed Tickets"

I can't replicate this on a clean 4.0.5.  Have you customized the self service at all?  It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the Requestor can't see a ticket in some queue.

> Another question, how can I create another menu to show all tickets except by deleted ones?

Which result is showing delete tickets?  I don't see them in either Open or Closed tickets.

-kevin