1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
|
use utf8;
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# If this file includes non-ASCII characters, it must be encoded in
# UTF-8.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
#Set( $rtname, 'example.com');
# These settings should have been inserted by the initial Freeside install.
# Sometimes you may want to change domain, timezone, or freeside::URL later,
# everything else should probably stay untouched.
Set($rtname, '%%%RT_DOMAIN%%%');
Set($Organization, '%%%RT_DOMAIN%%%');
Set($Timezone, '%%%RT_TIMEZONE%%%');
Set($WebRemoteUserAuth, 1);
Set($WebFallbackToInternal, 1); #no
Set($WebRemoteUserAutocreate, 1);
$RT::URI::freeside::IntegrationType = 'Internal';
$RT::URI::freeside::URL = '%%%FREESIDE_URL%%%';
$RT::URI::freeside::URL =~ m(^(https?://[^/]+)(/.*)?$)i;
Set($WebBaseURL, $1);
Set($WebPath, "$2/rt");
Set($DatabaseHost , '');
# These settings are user-editable.
Set($UsernameFormat, 'verbose'); #back to concise to hide email addresses
#uncomment to use
#Set($DefaultSummaryRows, 10);
Set($MessageBoxWidth, 80);
Set($MessageBoxRichTextHeight, 368);
#redirects to ticket display on quick create
#Set($DisplayTicketAfterQuickCreate, 1);
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
# Enable blacklist for e-mail notifications (matches via case insensitive regex)
#Set(@NotifyBlacklist,(qw(reddit.com slashdot.org frank)));
# Define default lifecycle to include resolved_quiet status workflow
Set(%Lifecycles,
default => {
initial => [qw(new)], # loc_qw
active => [qw(open stalled)], # loc_qw
inactive => [qw(resolved resolved_quiet rejected deleted)], # loc_qw
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 resolved_quiet rejected deleted)],
open => [qw(new stalled resolved resolved_quiet rejected deleted)],
stalled => [qw(new open rejected resolved resolved_quiet deleted)],
resolved => [qw(new open stalled rejected deleted)],
resolved_quiet => [qw(resolved)],
rejected => [qw(new open stalled resolved resolved_quiet deleted)],
deleted => [qw(new open stalled rejected resolved resolved_quiet)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => { label => 'Open It', update => 'Respond' },
'new -> resolved' => { label => 'Resolve', update => 'Comment' },
'new -> resolved_quiet' => { label => 'Quiet Resolve', update => 'Comment' },
'new -> rejected' => { label => 'Reject', update => 'Respond' },
'new -> deleted' => { label => 'Delete', },
'open -> stalled' => { label => 'Stall', update => 'Comment' },
'open -> resolved' => { label => 'Resolve', update => 'Comment' },
'open -> resolved_quiet' => { label => 'Quiet Resolve', update => 'Comment' },
'open -> rejected' => { label => 'Reject', update => 'Respond' },
'stalled -> open' => { label => 'Open It', },
'resolved -> open' => { label => 'Re-open', update => 'Comment' },
'rejected -> open' => { label => 'Re-open', update => 'Comment' },
'deleted -> open' => { label => 'Undelete', },
],
},
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
approvals => {
initial => [ 'new' ],
active => [ 'open', 'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => { label => 'Open It', update => 'Respond' },
'new -> resolved' => { label => 'Resolve', update => 'Comment' },
'new -> rejected' => { label => 'Reject', update => 'Respond' },
'new -> deleted' => { label => 'Delete', },
'open -> stalled' => { label => 'Stall', update => 'Comment' },
'open -> resolved' => { label => 'Resolve', update => 'Comment' },
'open -> rejected' => { label => 'Reject', update => 'Respond' },
'stalled -> open' => { label => 'Open It', },
'resolved -> open' => { label => 'Re-open', update => 'Comment' },
'rejected -> open' => { label => 'Re-open', update => 'Comment' },
'deleted -> open' => { label => 'Undelete', },
],
},
);
# Lifecycle 'default' from RT_Config.pm
# Customer may set the lifecycle on their ticket queue as 'hide_resolve_quiet'
# to suppress the 'resolve_quiet' ticket status
Set(%Lifecycles,
hide_resolve_quiet => {
initial => [qw(new)], # loc_qw
active => [qw(open stalled)], # loc_qw
inactive => [qw(resolved rejected deleted)], # loc_qw
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)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved )],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => { label => 'Open It', update => 'Respond' }, # loc{label}
'new -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
'new -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
'new -> deleted' => { label => 'Delete', }, # loc{label}
'open -> stalled' => { label => 'Stall', update => 'Comment' }, # loc{label}
'open -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
'open -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
'stalled -> open' => { label => 'Open It', }, # loc{label}
'resolved -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
'rejected -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
'deleted -> open' => { label => 'Undelete', }, # loc{label}
],
},
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
approvals => {
initial => [ 'new' ],
active => [ 'open', 'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => { label => 'Open It', update => 'Respond' }, # loc{label}
'new -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
'new -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
'new -> deleted' => { label => 'Delete', }, # loc{label}
'open -> stalled' => { label => 'Stall', update => 'Comment' }, # loc{label}
'open -> resolved' => { label => 'Resolve', update => 'Comment' }, # loc{label}
'open -> rejected' => { label => 'Reject', update => 'Respond' }, # loc{label}
'stalled -> open' => { label => 'Open It', }, # loc{label}
'resolved -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
'rejected -> open' => { label => 'Re-open', update => 'Comment' }, # loc{label}
'deleted -> open' => { label => 'Undelete', }, # loc{label}
],
},
);
1;
|
