[rt-users] Ticket Custom Fields Not Visible

[Ken Crocker]

pjaramillo,

I have created several sets of documentation for us here, from a User 
guide to a Queue manager guide, glossary, permissions guide, perl scrips 
to automatically update Custom Fields when a ticket undergoes certain 
changes, etc. We can take this offline if you'd like and I'll be glad to 
show you how we work it. RT works great for us. We have a Review & 
Approval flow as well as a QA workFlow ( we like our own better than the 
RT one). Let me know.

Kenn
LBNL

On 10/20/2009 10:50 AM, 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
> 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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