Unable to add new Ticket State with error

[yk.lam]

Infos:

• Used Zammad version: 3.4
• Used Zammad installation source: source
• Operating system: Ubuntu 18.04.4
• Browser + version: Google Chrome Version 83.0.4103.106 (Official Build) (64-bit)

I not familiar with Rails, and I try follow the documentation to add a new ticket state but comes out error.

Expected behavior:

Documentation: https://docs.zammad.org/en/latest/admin/console/working-on-tickets.html

1. sudo zammad run rails c

2. Ticket::State.create_or_update(
   name: ‘resolved’,
   state_type: Ticket::StateType.find_by(name: ‘resolved’),
   ignore_escalation: true,
   active:true,
   created_by_id: 1,
   updated_by_id: 1,
   )

3. attribute = ObjectManager::Attribute.get(
   object: ‘Ticket’,
   name: ‘state_id’,
   )
   attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
   attribute.screens[:create_middle][‘ticket.agent’][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
   attribute.screens[:create_middle][‘ticket.customer’][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
   attribute.screens[:edit][‘ticket.agent’][:filter] = Ticket::State.by_category(:viewable_agent_edit).pluck(:id)
   attribute.screens[:edit][‘ticket.customer’][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
   attribute.save!

4. The ticketing UI, new States “resolved” should appear in the selection list.
   

Actual behavior:

When run the rails command to add new state:
Ticket::State.create_or_update(
name: ‘resolved’,
state_type: Ticket::StateType.find_by(name: ‘resolved’),
ignore_escalation: true,
active:true,
created_by_id: 1,
updated_by_id: 1,
)

ERROR: NotNullViolation on “state_type_id”

[MrGeneration]

@yk.lam

state_type: Ticket::StateType.find_by(name: ‘resolved’),

There is no Ticket-State-Type “resolved” which is why your command is failing.
To list all ticket state types have a look at: Working with ticket information — Zammad System Documentation documentation

[yk.lam]

Sorry, I don’t understand.

This Rails command is to ADD? or to UPDATE?

My intention is to ADD a new state named “resolved”, instead of UPDATE (overwrite) existing state in the table.

[MrGeneration]

The documentation states that, if you want to add or update states you may need to know the ticket state types that are available.

A state consists of the state itself and a state type which describes what kind of type it is (like e.g. “pending action”).

Those actions described on the documentation are suitable for updating existing states and adding new ones.

[yk.lam]

Oh! Now I get it.

I thought this is a kinds of SQL Statement, to insert a new record into table.

Now, I managed to add new ticket closed state, “resolved”, with the Rails command.

Thank you so much MrGeneration.