[rt-users] Using non-standard status only

[Kenneth Crocker]

Kevin,

Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately.
Brain fart.

Kenn

On Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:
> >    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.
>
> Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
> status configuration is much much easier than it was in 3.8. We make use of
> several Lifecycle configurations that do not use open/stalled/resolved
> within BestPractical and we find them tremendously useful.
>
> You can read more about Lifecycles at:
> http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles
>
> -kevin
>
> >    On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski <[1]
> 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
>
>
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