[rt-users] Lifecycle mapping

[Milan Toth]

Hi,

you have to either set target Queue to use the same lifecycle as source Queue or create mapping as documented here:

http://bestpractical.com/docs/rt/4.2/customizing/lifecycles.html

cite:
If you don't provide a mapping, users will see an error when they try to move a ticket between queues with different lifecycles but no mapping.

    Set( %Lifecycles, orders => {
        # ...,
        __maps__ => {
            'default -> orders' => {
                'new'  => 'pending',
                'open' => 'processing',
                # ...,
            },
            'orders -> default' => {
                'pending'    => 'new',
                'processing' => 'open',
                # ...,
            },
            # ...,
        },
        # ...,
    });
Cheers,
Milan.

On 11.11.2013, at 14:35, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:

> Hello,
>  
> I’ve created my first new lifecycle called “igs” and assigned it to à queue.
>  
>  
> Set(%Lifecycles,
>     igs => {
>         initial         => [ 'new' ],
>         active          => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted' ],
>  
>         # 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(new open ToTest IsTested rejected resolved deleted )],
>             resolved => [qw(new open ToTest IsTested stalled rejected deleted )],
>             rejected => [qw(new open ToTest IsTested stalled resolved deleted )],
>             deleted  => [qw(new open ToTest IsTested stalled rejected resolved )],
>             ToTest   => [qw(IsTested new open stalled rejected resolved )],
>             IsTested => [qw(ToTest new open stalled rejected resolved )],
>         },
>  
>         # Actions
>         actions => [
>             'new -> ToTest' => {
>                 label  => 'ToTest',
>                 update => 'Comment',
>             },
>             'ToTest -> IsTested' => {
>                 label  => 'IsTested',
>                 update => 'Comment',
>             },
>             'IsTested -> resolved' => {
>                 label  => 'Resolve',
>                 update => 'Comment',
>             },
>         ],
>  
>  
>         # Status mapping different different lifecycles
>         __maps__ => {
>             'igs -> default' => {
>                 'ToTest'   => 'new',
>                 'IsTested' => 'open',
>             },
>  
>         },
>  
>  
>     },
> );
>  
>  
> I have the error “There is no mapping for statuses between these queues. Contact your system administrator.” when I try to move a ticket from the “igs” lifecycle queue to a default lifecycle queue.
>  
> Your help would be appreciate.
>  
> Thanks,
> Horst
>  
>  
>  
> 
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