[rt-users] New statuses --> broken workflows

Max McGrath mmcgrath at carthage.edu
Wed Jan 20 09:33:32 EST 2016


Hi all -

I recently added some new statuses to my Lifecycles and now my workflows
seem to be somewhat broken.  For example, if I have an *Open* ticket, if a
user replies to that ticket via email it will be moved to *Stalled*.  That
is not how it should be.  I made my Lifecycle changes in RT_SiteConfig.pm
and took a backup of the original RT_SiteConfig.pm.  When I put the
original back in place, all workflows work as expected -- so I obviously
screwed something up with the Lifecycles, but I just can't see what it is.
The new statuses are *considering*, *userWait*, *vendorWait* and *scheduled*.
Any help is appreciated...

Set(%Lifecycles,
    default => {
        initial         => [ 'new' ],
        active          => [ *'considering',* 'open', 'stalled', *'userWait',
'vendorWait', 'scheduled'* ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        defaults => {
            on_create => 'new',
            on_merge  => 'resolved',
            approved  => 'open',
            denied    => 'rejected',
            reminder_on_open     => 'open',
            reminder_on_resolve  => 'resolved',
        },

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

            # from   => [ to list ],
            new      => [qw(open stalled resolved rejected deleted
considering scheduled userWait vendorWait)],
            open     => [qw(new stalled resolved rejected deleted
considering scheduled userWait vendorWait)],
            considering     => [qw(new stalled resolved rejected deleted
scheduled userWait vendorWait)],
            scheduled     => [qw(new stalled resolved rejected deleted
considering userWait vendorWait)],
            userWait     => [qw(new stalled resolved rejected deleted
scheduled)],
            vendorWait     => [qw(new stalled resolved rejected deleted
scheduled)],
            stalled  => [qw(new open rejected resolved deleted considering
scheduled userWait vendorWait)],
            resolved => [qw(new open stalled rejected deleted considering
scheduled userWait vendorWait)],
            rejected => [qw(new open stalled resolved deleted considering
scheduled)],
            deleted  => [qw(new open stalled rejected resolved considering
scheduled)],
        },
        rights => {
            '* -> deleted'  => 'DeleteTicket',
            '* -> *'        => 'ModifyTicket',
        },
        actions => [
            'new -> open'      => {
                label  => 'Open It', # loc
                update => 'Respond',
            },
            'new -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Respond',
            },
            'new -> rejected'  => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'new -> deleted'   => {
                label  => 'Delete', # loc
            },
            'new -> considering' => {
                label => 'Consider', # loc
                update => 'Comment',
            },
            'new -> scheduled' => {
                label => 'Schedule', # loc
                update => 'Comment',
            },
            'new -> userWait' => {
                label => 'userWait', # loc
                update => 'Comment',
            },
            'new -> vendorWait' => {
                label => 'vendorWait', # loc
                update => 'Comment',
            },

            'open -> stalled'  => {
                label  => 'Stall', # loc
                update => 'Comment',
            },
            'open -> resolved' => {
                label  => 'Resolve', # loc
                update => 'Respond',
            },
            'open -> rejected' => {
                label  => 'Reject', # loc
                update => 'Respond',
            },
            'open -> considering' => {
                label => 'Consider', # loc
                update => 'Comment',
            },
            'open -> scheduled' => {
                label => 'Schedule', # loc
                update => 'Comment',
            },
            'open -> userWait' => {
                label => 'userWait', # loc
                update => 'Comment',
            },
            'open -> vendorWait' => {
                label => 'vendorWait', # loc
                update => 'Comment',
            },


            'stalled -> open'  => {
                label  => 'Open It', # loc
            },
            'stalled -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Respond',
            },
            'stalled -> considering' => {
                label => 'Consider', # loc
                update => 'Comment',
            },
            'stalled -> scheduled' => {
                label => 'Schedule', # loc
                update => 'Comment',
            },
            'stalled -> userWait' => {
                label => 'userWait', # loc
                update => 'Comment',
            },
            'stalled -> vendorWait' => {
                label => 'vendorWait', # loc
                update => 'Comment',
            },

            'considering -> open'  => {
                label  => 'Open It', # loc
            },
            'considering -> scheduled' => {
                label => 'Schedule', # loc
                update => 'Comment',
            },
            'considering -> stalled' => {
                label => 'Stall', # loc
                update => 'Comment',
            },
            'considering -> userWait' => {
                label => 'userWait', # loc
                update => 'Comment',
            },
            'considering -> vendorWait' => {
                label => 'vendorWait', # loc
                update => 'Comment',
            },

            'scheduled -> resolved'  => {
                label  => 'Resolve', # loc
                update => 'Respond',
            },

            'resolved -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'rejected -> open' => {
                label  => 'Re-open', # loc
                update => 'Comment',
            },
            'deleted -> open'  => {
                label  => 'Undelete', # loc
            },
        ],
    },

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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