[rt-users] Ticket Custom Fields Not Visible

[Kevin Falcone]

On Tue, Oct 20, 2009 at 12:50:12PM -0500, pjaramillo at kcp.com wrote:
> 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

Paul

Don't do that.  _RTIR_ is a prefix that RTIR uses for internal custom
fields.  Try just calling it Domain.

-kevin

> 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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> > 
> 
> 
> 
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