[rt-users] Lifecycle : Reply Action changes the status

[Kriegers Horst]

Jim,

Thank you for your answer.
I’ve disabled this scrip and all is OK.

Horst



De : Jim Berry [mailto:jim.h.berry at frb.gov]
Envoyé : jeudi 19 décembre 2013 17:10
À : Kriegers Horst; 'ML - rt-users'
Objet : RE: Lifecycle : Reply Action changes the status

Horst,

Almost for sure you are running the  scrip “On Correspond Open Tickets”.    You could disable this scrip entirely.  You could then (optionally) write your own condition which ignores tickets which have a certain status.  For example, we want the Open Tickets On Correspond action to take place only under this user defined condition:

# Check for Transaction is Correspond and Ticket Status = "new"
# Otherwise a Correspond will leave status as is.
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return ($trans->Type eq "Correspond" && $ticket->Status eq "new");


Jim

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kriegers Horst
Sent: Thursday, December 19, 2013 9:46 AM
To: 'ML - rt-users'
Subject: [rt-users] Lifecycle : Reply Action changes the status

Hello,

I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply” action, the status will change automatically to “Open” instead of staying on "To test" or "Tested"

Here my lifecycle definition :

Set(%Lifecycles,
    igs => {
        ## Cycle de vie pour file file IGS
        initial         => [ 'new' ],
        active          => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        # Default order statuses for certain actions
        defaults => {
            on_create => 'new',
        },


        # Transitions d'un statut vers un autre
        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open ToTest IsTested stalled resolved rejected deleted )],
            open     => [qw(new ToTest IsTested stalled resolved rejected deleted )],
            stalled  => [qw(open ToTest rejected resolved deleted )],
            resolved => [qw(open ToTest rejected deleted )],
            rejected => [qw(new open ToTest resolved deleted )],
            deleted  => [qw(open ToTest stalled rejected resolved )],
            ToTest   => [qw(open stalled rejected resolved IsTested)],
            IsTested => [qw(open stalled rejected resolved ToTest)],
        },

        # Actions
        actions => [
            'new -> ToTest'        => { label  => 'ToTest',   update => 'Comment' },
            'open -> ToTest'       => { label  => 'ToTest',   update => 'comment' },
            'ToTest -> IsTested'   => { label  => 'IsTested', update => 'Comment' },
            'IsTested -> resolved' => { label  => 'Resolve',  update => 'Respond' },
            'IsTested -> ToTest'   => { label  => 'ToTest',   update => 'Comment' },
        ],
    },

    # Status mapping
    __maps__ => {
        'default -> igs' => {
            'new'      => 'new',
            'open'     => 'open',
            'stalled'  => 'stalled',
            'resolved' => 'resolved',
            'rejected' => 'rejected',
            'deleted'  => 'deleted',
        },
        'igs -> default' => {
            'new'      => 'new',
            'open'     => 'open',
            'stalled'  => 'stalled',
            'resolved' => 'resolved',
            'rejected' => 'rejected',
            'deleted'  => 'deleted',
            'ToTest'   => 'open',
            'IsTested' => 'open',
        },

    },


);



Thanks a lot,
Horst


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