[rt-users] CommandByEmail and Custom Field problems

Andy Jones adjones at cca.edu
Wed Apr 16 16:51:34 EDT 2008

Hi, all.

We recently installed the CommandByEmail patch to our v3.4.5 RT  
instance.  We're  experiencing a problem, as follows:

When an unprivileged user submits a commandbyemail to RT, the command  
only works if it is *not* for a custom field.  For instance, an  
unprivileged user could send the command "Priority: 8" and the command  
would succeed.  However, if the unprivileged user sends a command  
*for* a custom field, the command fails.  For instance, the  
unprivileged user could send the command "CF.{Name_of_Requestor}: Mr  
Foo" and the custom field value for Name_of_Requestor does not change.

The only way the CommandByEmail works for Custom Fields is if the  
subby is a member of a User Group (not a pre-defined System Group),  
and that group has ModifyCustomField rights to a given custom field.

I read in the mailing list archive that someone else was having this  
same problem with v3.4.4.  Only one person replied to that request,  
saying that giving "Everyone" Add- Modify- and AdminCustomFields  
allowed them to get around the problem, but that they were also using  
v3.6.1.  I've given the ModifyCustomField and the SeeCustomField  
rights to Everyone, Unprivileged Users, and Privileged Users.  My  
unprivileged user can *see* the Custom Field when logged into RT, but  
can't *edit* the CF, either via email or when logged in.

Has anyone else experienced this kind of problem?  I've tried just  
about every combination of group rights I can think of, but *nothing*  
seems to allow unprivileged users to modify the values in Custom  
Fields.  I'm wondering whether this is just a bug with our version of  

Any help would be greatly appreciated.


Andy Jones
User Support Manager
adjones at cca.edu

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