Gerald was right (as usual!). Confusion between State and StateType.
The documentation and text within SysConfig itself could be clearer here I feel. The title of the variable reads as StateType, the text refers to State. The
lack of consistency had me putting in State as StateType, obviously generating zero matches and thereby delivering an empty dropdown box.
Onto the next challenge…
Cheers
Rob.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Alvaro Cordero
Sent: 18 November 2015 14:26
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Issue with states and priority
Hello Rob, notice that you can define the state types for each screen you are going to use, so look at the ViewXXX Screen in the section of Available StateType and check that your states are of the required
statetypes, if not you can add them there.
For example thare are different state type available for screens like ViewEmailNewo or ViewPhoneNew or ViewNote, etc
Best Regards.
Alvaro
2015-11-16 9:21 GMT-06:00 Rob Shears <Rob@phonovation.com>:
Definitely States and no changes to the default state types. No ACLs are defined. The lists I see
and edited are all states as well, not state types.
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]
On Behalf Of Gerald Young
Sent: 16 November 2015 14:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Issue with states and priority
Be cognizant of the difference between State *types* and states. Also check if you have ACLs in place.
On Mon, Nov 16, 2015 at 8:51 AM, Rob Shears <Rob@phonovation.com> wrote:
Moving on from my last problems, I now have a new challenge that is causing me to pull my hair out. I have defined via the GUI a whole set of new ticket states (8 in total) and
set to invalid all the default states (except new). I have gone through sysconfig and looked at everywhere that ‘state’ shows up, there are a bunch of places that list a set of states that are available as ‘next states’ on tickets, and I’ve filled those in
with all my new states.
Nowhere that a drop down list appears to select the ‘next state’ are my custom states presented. In most cases, due I guess to the above changes to mark invalid the default states,
the dropdown lists are empty.
I have also reconfigured the priorities, renaming the existing ones. In most cases, the new names are not reflected in drop down lists.
I’d love some guidance on where the config went wrong, or what I can present to the group to assist in getting this working properly.
Cheers
Rob.
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