[rt-users] Lifecycle mapping

[Kriegers Horst]

Hi Milan,
Thank you for the answer !

Like you can see in my initial post, I’ve provided a mapping (maybe incorrect).
Now, I’ve modified my mapping like this and the error is always the same.

__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'   => 'new',
                'IsTested' => 'open',
            },

        },


What I wanted to obtain is :
-              All queues have the standard “default” lifecycle except 1 queue there is with the “igs” lifecycle.
-              The “igs” lifecycle keeps the same status “default” lifecycle, plus 2 new status “ToTest” and “IsTested”

So I thought that my mapping should contain only the references to the two new status  “ToTest” => “new” and “IsTested” => “open”


Sorry if I understand slowly :\


And thanks a lot for your help
Horst






De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Milan Toth
Envoyé : lundi 11 novembre 2013 16:16
À : rt-users at lists.bestpractical.com
Objet : Re: [rt-users] Lifecycle mapping

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<mailto: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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