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<div class="moz-cite-prefix">On 22-3-2016 23:05, Jeffrey Pilant
wrote:<br>
</div>
<blockquote
cite="mid:3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb"
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<div class="WordSection1">
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">Joop
wrote:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>On
22-3-2016 18:56, Jeffrey Pilant wrote:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
I am a novice at RT. I was given an instance of RT 3.8.4 to
upgrade a<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
while ago.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
I upgraded it into RT 4.2.10. Seemed to be OK. At least it
ran.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
Today, months later, I was informed the tickets are not
displaying the<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
custom fields that used to be there.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
I have confirmed that the field definitions appear to have
been copied<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
over.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
However, the fields are not showing in the display.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
Can someone post stuff for me to check?<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>Use
the Admin part to check if those CF are still 'applied to'
your queues.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>Another
thing: it could be rights related<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
I suspect it is something as simple as adding the field to
the list of<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
things to show on the display page.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>>
However, I don’t know how to do that.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>Its
possible some custom code/callbacks did some wonderful
things but<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>without
an idea how it looked like and how its looking now its hard
to<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>guess
as to why it doesn't work.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>Do
you happen to have a file backup of the RT install tree?<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">>That
way you can try to find out if any customization has been
done.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">When
I check for the custom fields for the queue, I see no fields
listed under selected and no fields listed under unselected.<o:p></o:p></span></p>
</div>
</blockquote>
I just logged into our RT instance to make sure I use the correct
terms.<br>
Goto the top menu: Admin/CustomFields/Select<br>
Make sure you have ticket CFs displayed (Only show custom fields for
Field)<br>
Select one that is visible in the old system.<br>
Now select 'Applies to' from the top right menu<br>
There it should show you whether that CF is globally visible or only
for selected queues and a list of unselected queues.<br>
<br>
Another route would be to select Admin/Queues/Select, select the
queue where your CFs aren't visible anymore and then Select 'Custom
Fields' from the top right menu. That should give you a list of all
CFs that are applicable to that queue.<br>
<br>
<br>
<br>
<blockquote
cite="mid:3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb"
type="cite">
<div class="WordSection1">
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">Just
checked my user rights:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">My
login is a member of the admin group. The admin group has
all but:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
Modify ticket owner on owned tickets [ReassignTicket]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
*Show Articles menu [ShowArticlesMenu]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
Show global templates [ShowGlobalTemplates]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
Show history of public user properties [ShowUserHistory]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
*Allow writing Perl code in templates, scrips, etc
[ExecuteCode]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
Create, modify and delete custom fields values
[AdminCustomFieldValues]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">The
two with asterisks (*), I pick up via other groups. So
basically, I have every right I probably need.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">Looking
at the right of the custom field, it seems to have none.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">I
think it should have:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">
View custom fields [SeeCustomField]<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif"">But
when I check it and save it, nothing changes on the ticket
display.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Arial","sans-serif""><o:p><br>
</o:p></span></p>
</div>
</blockquote>
You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if
they don't than you have a problem in the database, you can check
with rt-validator.<br>
<br>
If you create a new CF does it show up?<br>
<br>
Joop<br>
<br>
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