[rt-users] Ticket Custom Fields Not Visible

[pjaramillo at kcp.com]

Ken,
I actually work for the DoE at KCP. Good to see others are using RT 
successfully. Me on the other hand, not so successful and I'm getting to 
the point of looking at another product.

My initial configuration was strictly group based, however due to this 
problem I experimented with every permutation of permission possible. I 
have since rolled back to just group based permissions.

Both SeeCustomField and ModifyCustomField are already granted to the 
correct user-defined groups.
The custom field itself is already applied to the correct Queues.

Does 3.8.5 just not work? Below is the actual custom field information. 
Yes I know the regex is lame, its a starting point.

Custom Field

Name: _RTIR_Domain
Description: Domains for RTIR queues
Type: Enter multiple values
Applies to: Tickets
Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
Link values to:
Include page:
Enabled Checked

Thanks,
Paul J




From:
Ken Crocker <kfcrocker at lbl.gov>
To:
pjaramillo at kcp.com
Cc:
rt-users at lists.bestpractical.com
Date:
10/20/2009 11:53 AM
Subject:
Re: [rt-users] Ticket Custom Fields Not Visible



pjarmillo,

You actually granted the rights at both the user AND group level? Hmm, 
if all users are in some sort of group, you shouldn't do that because 
you might lose track of what maintenance you do. I recommend leaving 
users alone and just grant at the group level. You might run into a 
problem removing a permission from a group but the user retains it and 
then you'll have a debug problem.
Now, as to your problem, I'm not sure how 3.8.x does it, but in 3.6.4, 
which I have has Custom Field rights in two areas; 1) when you navigate 
to Configuration->Global->Group Rights and   2) Configuration->Custom 
Fields->"Select Field->Group Rights. If you did the first (in 3.6) set, 
then that won't get the job done. You HAVE to grant "SeeCustomField" 
using the second navigation in order to "See" them and 
"ModifyCustomField" if you want them to enter/select values. Hope this 
helps.

Kenn
LBNL

On 10/20/2009 5:56 AM, pjaramillo at kcp.com wrote:
> Okay after reading through old posts on various lists and google I am 
> still having problems.
>
> My problem is that I have created a custom field for use in RT:IR 
tickets 
> (blocks, incidents, incident reports, investigations) and it will not 
show 
> up in the create ticket screen.
>
> The custom field is enabled. It is assigned to the queues. It has 
correct 
> permission's.
>
> I've tried creating tickets as root and another user with the correct 
> permission's and nothing works.
>
> Most of the responses I've read involved permission's. I have already 
set 
> ShowCustomField ModifyCustomField on every user, group, system group, 
etc 
> to no avail.
>
> I have also tried setting it up globally, no luck.
>
> I have tried adding it to the display columns in the advanced tab as one 

> user suggested and nothing.
>
> I have looked at the tables in MySQL to see if there were any errors in 
> the table or fields, no luck.
>
> I am running RT 3.8.5 with RT:IR and RT:FM.
>
> Any suggestions would be appreciated.
>
>
> Thanks,
> Paul J
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