[rt-users] Can't resolve in-progress ticket?

[Rezty Felty]

Yes, we fixed it with lifecycle entries in the RT_SiteConfig.pm, I hadn’t realized that lifecycles had replaced status’.

Thanks,
Rezty Felty
Senior Linux Administrator
Adknowledge
816-559-1196

From: Alex Peters <alex at peters.net<mailto:alex at peters.net>>
Date: Monday, August 25, 2014 at 5:59 PM
To: Rezty Felty <rfelty at adknowledge.com<mailto:rfelty at adknowledge.com>>
Cc: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: Re: [rt-users] Can't resolve in-progress ticket?


Sounds like a possible misconfiguration of the relevant lifecycle:

https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions

On 26/08/2014 1:40 am, "Rezty Felty" <rfelty at adknowledge.com<mailto:rfelty at adknowledge.com>> wrote:
More info, have opened additional tickets to test, seems that when any ticket is placed in in-progress status, it then loses all status choices except in-progress.

Thanks,
Rezty Felty
Senior Linux Administrator
Adknowledge
816-559-1196

From: Rezty Felty <rfelty at adknowledge.com<mailto:rfelty at adknowledge.com>>
Date: Monday, August 25, 2014 at 10:30 AM
To: "rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>" <rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>>
Subject: [rt-users] Can't resolve in-progress ticket?

I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql  from an old version to the latest mariadb.  Upgrade went smoothly, have tested everything, all seems to be well, except one thing.  I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress.  Can’t resolve, open, delete, pending, etc.  They aren’t even choices in the drop-down in the jumbo ticket display.  Any idea what caused this, and how to resolve?

Thanks,
Rezty Felty
Senior Linux Administrator
Adknowledge
816-559-1196

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