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

[Kenneth Crocker]

Carlos,

Just a quick question; did you create the Custom Fields as "Ticket" Custom
Fields or as "Transaction" Custom Fields?

Kenn
LBNL

On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier <carlosjavier.v at gmail.com>wrote:

> 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!
> >
>
> 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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