[rt-users] closing out reminders on a ticket using a custom lifecycle

[Justin Killen]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Tuesday, February 25, 2014 2:17 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] closing out reminders on a ticket using a custom
> lifecycle
> 
> On Tue, Feb 25, 2014 at 01:54:43PM -0800, Justin Killen wrote:
> >>-----Original Message-----
> >>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> >>Sent: Tuesday, February 25, 2014 1:01 PM
> >>To: rt-users at lists.bestpractical.com
> >>Subject: Re: [rt-users] closing out reminders on a ticket using a custom
> lifecycle
> >>
> >>On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote:
> >>>    I have a custom lifecycle set up for code related issues (coding,
> pending_deployment,
> >>>    user_testing, etc).  I've got a reminder set (`check and close') on
> one of these tickets to
> >>>    check back with the user and confirm a fix is functional before
> closing out the ticket, but
> >>>    when I attempt to `check box to complete' the reminder, I get this
> error:
> >>>
> >>>    Reminder 'check and close': You can't change status from 'open' to
> 'resolved'.
> >>>
> >>>    Are the status' in the lifecycle tied to the reminders as well?
> What do I need to change in
> >>>    the lifecycle to allow this to work?
> >>
> >>http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open
> >>
> >>and reminder_on_resolve
> >
> > Is there a way to not have it change status at all?
> 
> I'm struggling to see how that would work.  Reminders need to be in
> one status when created and another when resolved.  Otherwise we could
> never know whether or not to list the Reminder in the Reminders box,
> since we make that decision based on the status.
> 
> -kevin


Perhaps I'm just mis-understanding this.  When I read "reminder_on_resolve: When a reminder is resolved, the status will be changed to this value.", and it's a property of the lifecycle, I'm assuming that it's talking about the ticket status; I do not want the ticket status to change.

>From your response, I gather that this is meant to mean that it will change the status of the reminder (not the ticket).  If I am wrong here, please let me know.

That being said, I've set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I'm still receiving the same error when trying to close out a reminder:

Reminder 'check and close': You can't change status from 'open' to 'resolved'.