chrilde at gmail
Aug 6, 2013, 10:20 PM
Post #3 of 5
(29 views)
Permalink
|
|
Re: [4.0.7][Debian]Quick search in homepage doesn't show ticket amount
[In reply to]
|
|
Hi Kevin,
Thanks for your reply. I've test my custom lifecycle in RT web ui, it works
fine.
For your concern, i paste my lifecycle code at below, please help to check
it, thanks a lot!
File location: /etc/request-tracker4/RT_SiteConfig.pm
Set(%Lifecycles,
# modify the default lifecycle
crmcase => {
# All the appropriate ticket statuses
initial => [ 'NeedAction' ],
active => [ 'InProgress','WaitingforCustomer',
'WaitingforVendor', 'WaitingforLaunch', 'Monitoring' ],
inactive => [ 'Closed','Rejected' ],
# Default ticket statuses for certain actions
defaults => {
on_create => 'NeedAction',
},
# Status change restrictions
transitions => {
'NeedAction' => [qw(InProgress Rejected)],
'InProgress' => [qw(WaitingforCustomer WaitingforVendor
WaitingforLaunch NeedAction Monitoring Rejected Closed)],
'WaitingforCustomer' => [qw(InProgress Rejected)],
'WaitingforVendor' => [qw(InProgress Rejected)],
'WaitingforLaunch' => [qw(InProgress Rejected)],
'Monitoring' => [qw(InProgress Closed)],
'Closed' => [qw(NeedAction)],
'Rejected' => [qw(NeedAction)],
},
# Rights for different actions
rights => {
# These rights are in the default lifecycle
'* -> Monitoring' => 'Monitoring Case',
'Closed,Rejected -> *' => 'Reopen Case',
'* -> Rejected' => 'Reject Case',
},
# Actions for the web UI
actions => [.
'NeedAction -> InProgess' => {
label => 'Accept Case',
update => 'Comment',
},
'InProgress -> WaitingforCustomer' => {
label => 'Waiting for Customer',
update => 'Comment',
},
'InProgress -> WaitingforVendor' => {
label => 'Waiting for Vendor',
update => 'Comment',
},
'InProgress -> WaitingforLaunch' => {
label => 'Waiting for Launch',
update => 'Comment',
},
'InProgress -> Monitoring' => {
label => 'Start Monitoring',
update => 'Comment',
},
'WaitingforCustomer -> InProgress' => {
label => 'Receive from Customer',
update => 'Comment',
},
'WaitingforVendor -> InProgress' => {
label => 'Receive from Vendor',
update => 'Comment',
},
'WaitingforLaunch -> InProgress' => {
label => 'Ready for Launch',
update => 'Comment',
},
'InProgress -> NeedAction' => {
label => 'Reassign Case',
update => 'Comment',
},
'Monitoring -> Closed' => {
label => 'Close Case',
update => 'Comment',
},
'Closed -> NeedAction' => {
label => 'Reopen Case',
update => 'Comment',
},
'* -> Rejected' => {
label => 'Reject',
update => 'Comment',
},
'Rejected -> NeedAction' => {
label => 'NeedAction',
update => 'Comment',
},
],
},
# Status mapping different different lifecycles
);
Any comments of this?
On Tue, Aug 6, 2013 at 10:57 PM, Kevin Falcone <falcone [at] bestpractical>wrote:
> On Tue, Aug 06, 2013 at 09:21:12PM +0800, Chrilly Cheng wrote:
> > Hi All,
> > I encountered this issue when i was trying to setup RT on a new
> server.
> > I've created a Lifecycle in RT_SiteConfig.pm file:
> > Set(%Lifecycles,
> > cyclename => {
> > .......
> > },
> > );
> > All queues i created are using this lifecycle, even the default
> queue. But after i configured
> > and tested ticket lifecycle, i found out Quick search component shows
> none ticket amount of
> > all those queues.
> > I tried to creat a new queue with approvals lifecycle, the ticket
> amount of all status do
> > show. Then i tried to clear the mason data, replaced those
> Quicksearch,
>
> This implies that your custom lifecycle is not correct.
> However, you didn't show your lifecycle, so that's just a guess.
>
> -kevin
>
> > QueueSummaryByLifecycle QueueSummaryByStatus files in
> > /usr/share/request-tracker4/html/Elements, it turned out to make no
> sense at all.
> > I'm so frustrated on this, somebody please help. Any comments or
> ideas would be great
> > appreciated. Thanks all.
>
--
*Br*
*Vodar*
*It's not where you start -- it's where you finish that count.*
|
