[rt-users] updating custom field value - permission denied

Kenneth Crocker KFCrocker at lbl.gov
Wed Apr 23 14:49:13 EDT 2008

Gary & Gina,

	The permission for updating Custom Fields is granted seperatly. Once 
you have created the field, you must navigate to Config->Custom 
Fields->(Select CF)->Applies to in order to get a CF "attached" to a 
queue. That merely means that RT will ensure that the CF will have a 
DataBase record called "OBJECTCUSTOMFIELDVALUES". This record will 
retain the value that exists for that CF on an individual ticket. The 
ability to see and/or modify a CF in a ticket is set by navigating thus: 
Config->Custom Fields->(Select CF)->Group Rights/User Rights. We use 
Group rights because it is WAY EASIER to maintain. Once in "Group 
Rights", you set the privileges. If you want just anyone to be able to 
see & modify the CF, then you select "SeeCustomField" and 
"ModifyCustomField" and hightlight them for "Privileged" system Users. 
If you want only certain groups to be able to do that, then you select 
the appropriate rights for each group you want to have "whatever" for 
that CF. If you apply the CF to queue 1 and grnat the right to 
see/modify the CF for a group that does NOT have access to queue 1, then 
they will NOT be able to see or modify it. A user cannot modify a ticket 
Or a CF in a queue they do not have access to. It's a little complex but 
once you understand the hierarchy and overlaps on privileges, it's 
really pretty flexible. Hope this helps.


On 4/23/2008 5:56 AM, Gary & Gina Koteras wrote:
> Hello all,
>     Our users can't update custom field values when they modify a ticket 
> (they can update everything else - subject, status etc). The error comes up:
>     * User asked for an unknown update type for custom field Locations
>       for RT::Ticket object #3410
>     * Could not add new custom field value. Permission Denied 
> They do have the group right: AssignCustomFields
> I'm not sure what I'm missing?
> gary
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