[rt-users] Using non-standard status only

[Kenneth Crocker]

Maciej,

Although you could change those status values, why? If a ticket is invoiced
or whatever, it is still open. Why not create a Custom Field that shows
what its state "within" the open status, ie. invoiced, check pending and a
ton of others. This CF could also be used in queries, dashboards, etc. You
can write scrips using them. There really is no need to change those values
when a Custom Field could be used. I mean you can, but if you change the
configured values, you might run the risk of having to change other things
as well. The Custom Fields allow you to make changes within the vanilla
design.
Just a thought.

Kenn
On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <
reg.bestpractical at posterus.com> wrote:

> Hello,
>
> I want to use custom lifecycles for various queues. The thing I've been
> wondering about is about some of the standard statuses such as 'new' or
> 'open'. They are referred to in a few other places besides just tickets:
>
>         defaults => {
>             on_create => 'new',
>             on_merge  => 'resolved',
>             approved  => 'open',
>             denied    => 'rejected',
>             reminder_on_open => 'open',
>             reminder_on_resolve => 'resolved',
>         },
>
> So my question is: Does it matter at all what statuses reminders use other
> than transition between the two should be allowed? For example in a billing
> queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
> 'cancelled', so would it break anything if I just set reminders to use
> 'overdue' and 'paid'?
>
> Best regards,
> Maciek
>
>
>
>
> --------
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