[rt-users] custom fields (simple?) question

[Kevin Falcone]

On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote:
> Hi,
> 
> I promise I've searched through http://www.gossamer-threads.com, but
> either I'm very bad searching, or my question is too stupid (or
> both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL.

I suspect your problem is that RTIR is a bit magical with regards to
queues / custom fields for RTIR.  

You're going to need to do considerable work to make RTIR understand alternate
queues being equivalent to Incident Reports.

You may want to concentrate on ways to keep the tickets in IR instead
and segregate rights.


-kevin

> I want to create several queues that behave as closely to "Incident
> Report" as possible, but different ones, so different Groups can see
> each one of them.
> 
> So I created the first one, let's say "IR - 1". I add for it the same
> Ticket Custom Fields that Incident Report has. Just for test, and not
> have problems with permissions, I give Everyone all permissions on
> this queue.
> 
> Then, I go to create a ticket for this IR - 1 queue:
> 
> - the custom fields do not appear, the entry window is just as a
> general ticket window
> - instead of the title "Create a new Incident Report", it shows
> "Create a new ticket"
> - I create the ticket, anyway. In "ticket metadata", the "custom
> fields" tab is empty
> 
> What am I doing wrong?
> 
> Many thanks,
> 
> Carlos
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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