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

[Carlos Javier]

Thanks Kenneth for your answer. I had gone to
Config->CustomFields->Group Rights for the related custom fields, and
added ModifyCustomField and SeeCustomField to Everyone (just to make
it sure this is not the problem). Also, if I login as root/admin, I
get the same behaviour: can't see the custom fields, it shows the
regular fields of any other ticket. It doesn't seem to be a
permissions problem.....

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

Kevin, thank you for your suggestion, but I cannot see a way to tailor
permissions in RT/RT-IR that allows for different groups to see
different tickets that are in the same queue (say, Incident Reports)
depending on a ticket characteristic (Constituency, Customer, IP
address, another custom field, etc.). And, as o matter of fact,
"privacy" is very important for our project.

Suggestions wellcomed! :)

Carlos


On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> 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!
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>