Carlos,<br><br>I didn't want to sound insulting or anything, but I had a crazy thought that if they were "Transaction" CF's, they would show on any tickets. I didn't mean to imply that you were a goof, ;-). Sometimes, I make some of the dumbest mistakes imaginable and have to do a "DOOH" when someone points out the obvious. Raed just did that on some code I was developing. I was trying to update info using the existing ticket info on a correspond instead of the trans info, so nothing happened. DUH!<br>
<br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier <span dir="ltr"><<a href="mailto:carlosjavier.v@gmail.com">carlosjavier.v@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
Kenn,<br>
<br>
They are created (because they are the same ones used in RI-IR<br>
Incident Reports) as "Ticket" Custom Fields.<br>
<br>
As an example, the _RTIR_Customer Custom Field, in the Configuration ><br>
Custom Fields > _RTIR_Customer > Basics page, appears as "Applies To:<br>
Tickets".<br>
<br>
Thanks!<br>
<font color="#888888"><br>
Carlos<br>
</font><div><div></div><div class="h5"><br>
On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>> wrote:<br>
> Carlos,<br>
><br>
> Just a quick question; did you create the Custom Fields as "Ticket" Custom<br>
> Fields or as "Transaction" Custom Fields?<br>
><br>
> Kenn<br>
> LBNL<br>
><br>
> On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier <<a href="mailto:carlosjavier.v@gmail.com">carlosjavier.v@gmail.com</a>><br>
> wrote:<br>
>><br>
>> Thanks Kenneth for your answer. I had gone to<br>
>> Config->CustomFields->Group Rights for the related custom fields, and<br>
>> added ModifyCustomField and SeeCustomField to Everyone (just to make<br>
>> it sure this is not the problem). Also, if I login as root/admin, I<br>
>> get the same behaviour: can't see the custom fields, it shows the<br>
>> regular fields of any other ticket. It doesn't seem to be a<br>
>> permissions problem.....<br>
>><br>
>> > You may want to concentrate on ways to keep the tickets in IR instead<br>
>> > and segregate rights.<br>
>><br>
>> Kevin, thank you for your suggestion, but I cannot see a way to tailor<br>
>> permissions in RT/RT-IR that allows for different groups to see<br>
>> different tickets that are in the same queue (say, Incident Reports)<br>
>> depending on a ticket characteristic (Constituency, Customer, IP<br>
>> address, another custom field, etc.). And, as o matter of fact,<br>
>> "privacy" is very important for our project.<br>
>><br>
>> Suggestions wellcomed! :)<br>
>><br>
>> Carlos<br>
>><br>
>><br>
>> On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone<br>
>> <<a href="mailto:falcone@bestpractical.com">falcone@bestpractical.com</a>> wrote:<br>
>> > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote:<br>
>> >> Hi,<br>
>> >><br>
>> >> I promise I've searched through <a href="http://www.gossamer-threads.com" target="_blank">http://www.gossamer-threads.com</a>, but<br>
>> >> either I'm very bad searching, or my question is too stupid (or<br>
>> >> both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL.<br>
>> ><br>
>> > I suspect your problem is that RTIR is a bit magical with regards to<br>
>> > queues / custom fields for RTIR.<br>
>> ><br>
>> > You're going to need to do considerable work to make RTIR understand<br>
>> > alternate<br>
>> > queues being equivalent to Incident Reports.<br>
>> ><br>
>> > You may want to concentrate on ways to keep the tickets in IR instead<br>
>> > and segregate rights.<br>
>> ><br>
>> ><br>
>> > -kevin<br>
>> ><br>
>> >> I want to create several queues that behave as closely to "Incident<br>
>> >> Report" as possible, but different ones, so different Groups can see<br>
>> >> each one of them.<br>
>> >><br>
>> >> So I created the first one, let's say "IR - 1". I add for it the same<br>
>> >> Ticket Custom Fields that Incident Report has. Just for test, and not<br>
>> >> have problems with permissions, I give Everyone all permissions on<br>
>> >> this queue.<br>
>> >><br>
>> >> Then, I go to create a ticket for this IR - 1 queue:<br>
>> >><br>
>> >> - the custom fields do not appear, the entry window is just as a<br>
>> >> general ticket window<br>
>> >> - instead of the title "Create a new Incident Report", it shows<br>
>> >> "Create a new ticket"<br>
>> >> - I create the ticket, anyway. In "ticket metadata", the "custom<br>
>> >> fields" tab is empty<br>
>> >><br>
>> >> What am I doing wrong?<br>
>> >><br>
>> >> Many thanks,<br>
>> >><br>
>> >> Carlos<br>
>> >><br>
>> >> RT Training in Washington DC, USA on Oct 25 & 26 2010<br>
>> >> Last one this year -- Learn how to get the most out of RT!<br>
>> ><br>
>> ><br>
>> > RT Training in Washington DC, USA on Oct 25 & 26 2010<br>
>> > Last one this year -- Learn how to get the most out of RT!<br>
>> ><br>
>><br>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010<br>
>> Last one this year -- Learn how to get the most out of RT!<br>
><br>
><br>
><br>
> RT Training in Washington DC, USA on Oct 25 & 26 2010<br>
> Last one this year -- Learn how to get the most out of RT!<br>
><br>
</div></div></blockquote></div><br>