[Rtir] RTIR specific / normal Queues and lifecycles

[Otmar Lendl]

We're trying to get the new RTIR up and running at $JOB, and we noticed a
configuration issue that might bite other as well:

We run both the RTIR-specific queues and normal, plain RT queues on the
same system, e.g. for generic communication or recruitment. Sometimes
people use the wrong email address, e.g. send a conference invitation to
the incident report address. In such cases we need to move the ticket in
the right queue.

The default configuration does not allow this, as there is no predefined
mapping between the relevant lifecycles.

We solved this by adding the appropriate mappings to the lifecycle configi
(under __maps__, entries for at least 'incident_reports -> default' and
'default -> incident_reports')

It might be a good idea to add this to the default configuration file.

otmar
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-=-  Otmar Lendl  --  ol at bofh.priv.at  --  http://lendl.priv.at/  -=-