[rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error

[Wendi M.]

Thanks for the reply Alex!

Actually, that led me to the answer.. or rather another question.

She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.

We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.

Replies are confirmed working, and I can create tickets via email in other
(default) queues fine.

So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new" in RT_SiteConfig, but
this email indicates it's blank?
---- snippet
Set( %Lifecycles, webdev => {
        initial         => [ 'new' ],
        active          => [ 'open', 'testing', 'dev_question',
'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        transitions => {
------

Alternately, I'd love to turn off email ticket creation altogether honestly
- can I do that? It's fine it doesn't work, would just need to get rid of
that error email.

Thanks again!



On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters <alex at peters.net> wrote:

> Have you enabled debug logging?  The output of the log during the
> attempted ticket creation could be of great assistance.
>
> Is the problem specific to this user?  Can you confirm that she's
> attempting to create the ticket via email and not via the web?  If she has
> web access, do you know whether the problem exists there also?
>
>
> On 17 July 2014 01:51, Wendi M. <wendi413 at gmail.com> wrote:
>
>> I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email
>>
>> Sub: Ticket creation failed: ticket ####
>>
>> Status '' isn't a valid status for tickets in this queue.
>>
>> She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?
>>
>> We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process.
>>
>> Thanks in advance!
>>
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
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