[rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form

Kenneth Crocker KFCrocker at lbl.gov
Fri Jan 25 16:12:01 EST 2008


	If I understand your question, you are wondering why a particular 
Custom Field is not visable when creating a ticket, even if the user is 
root. The answer is related to how RT links Custom Fields to a ticket. 
The user or user privileges "SeeCustomField", "ModifyCustomField", and 
"AdminCustomField" refer to what a user can do to a Custom Field IF )and 
IF is the pertinate word here) the Custom Field has been applied to a 
queue. In other words, the User rights (for a CF) don't mean anything 
unless the Custom Field has already been applied to the tickets in a 
queue. Hope this helps.


On 1/25/2008 5:04 AM, Tom H wrote:
> Hi,
> I have added an "on hold" custom attribute, which should be available to
> privileged users when creating a new ticket through the web interface,
> and to users with edit ticket rights on existing tickets.
> However the privileged users do not get the fields appearing in the web
> interface. I tried adding "seeCustomField" and "AdminCustomField" to the
> requestor global group, but its not changing the create ticket form.
> I noticed that there is an "Applies To" option on the Configuration ->
> Custom Fields -> <Custom field name> -> "Applies to" menu, but as the
> root user can already add these attributes to tickets, I can't see what
> I would have to select these. After all I have selected the custom
> fields at the global level...
> (The root user sees the fields correctly, when creating or editing tickets.)
> Thanks,
> Tom
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