[rt-users] Problem with custom lifecycle

Simon Wilcox simonw at simonwilcox.co.uk
Thu Feb 27 19:07:18 EST 2014

On 27/02/2014 21:24, Kevin Falcone wrote:
>> Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it
>> moves it to the first active status, so your 'open' is leaking from
>> somewhere else, presumably another scrip with more custom code.

Yes - we appear to have a Global Scrip (On Correspond Open Tickets) that 
re-opens the ticket exactly as you describe (authorised is the first 
active status in the transition list for assessed, n.b. not the first in 
the active list[1])

I think I need to move all the Scrips from Global to Queue based and 
then allocate them out to each queue individually.

I can't seem to find a facility to turn a Global Scrip off on a 
per-queue basis.

[1] Extract from previous:
     changerequest => {
         initial         => [ 'new' ],
         active          => [ 'assessment', 'assessed', 'authorised', 
'implementation', 'review'],
         inactive        => [ 'closed', 'rejected_by_cm', 
'rejected_by_cab', 'deleted' ],

         transitions => {
             ''       => [qw(new assessment)],

             # from            => [ to list ],
             new               => [qw(assessment assessed rejected_by_cm 
             assessment        => [qw(assessed rejected_by_cm deleted)],
             assessed          => [qw(authorised assessment 
rejected_by_cm rejected_by_cab)],
             authorised        => [qw(implementation review)],

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