Hi Torben,
by default there is an global scrip called "Open Tickets" which set the
status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.
-Chris
Am 10.02.2012 10:32, schrieb Nehmer Torben:
Good day,
I have a question regarding custom lifecycles. First of all, the full
lifecycle configuration can be seen here on Pastebin in case you need
more information than what I have shown here.
http://pastebin.com/6SBPwVbB
I have set a number of active states in the ticket:
initial => [ 'new' ],
active => [ 'open', 'inprogress', 'fixed', 'deployed' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
You can change states without much restriction, effectively:
transitions => {
'' => [qw(new open resolved)],
new => [qw(open inprogress fixed deployed resolved
rejected deleted)],
open => [qw(new inprogress fixed deployed resolved
rejected deleted)],
inprogress => [qw(new open fixed deployed resolved rejected
deleted)],
fixed => [qw(new open inprogress deployed resolved
rejected deleted)],
deployed => [qw(new open inprogress fixed resolved
rejected deleted)],
resolved => [qw(new open inprogress fixed deployed
rejected deleted)],
rejected => [qw(new open inprogress fixed deployed
resolved deleted)],
deleted => [qw(new open inprogress fixed deployed
rejected resolved)],
},
So, now if I have a ticket in the “inprogress” state and generate a
Response using the web interface. I leave the Status field at the
default (“inprogress (unchanged)”). RT then changes the status of the
ticket back to ”open”.
How can I prevent this – in other words: Where is the bug in my
configuration?
Best regards,
Torben Nehmer
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