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

[Justin Killen]

I think I've got it figured out.  In the new lifecycle, I don't have a transition from open->resolved.  Once I added that in, we were able to start closing out reminders.

Thanks for the help, and for the clarification.

-Justin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Thursday, February 27, 2014 1:55 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 02:47:05PM -0800, Justin Killen wrote:
> >
> > 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.
> 
> Reminders are tickets.
> You're telling the lifecycle what status to set the status of the
> reminder to.  It's possible that piece could be clearer, it was added
> to address issues exactly like yours.
> 
> > 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'.
> 
> If you've changed the config from resolved, I find it hard to understand
> why
> RT would still try to resolve.
> 
> Please show a simple up-to-date lifecycle configuration and provide
> replication steps to see the problem so others can test.
> 
> -kevin