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

[Kenneth Crocker]

Carlos,

I didn't want to sound insulting or anything, but I had a crazy thought that
if they were "Transaction" CF's, they would show on any tickets. I didn't
mean to imply that you were a goof, ;-). Sometimes, I make some of the
dumbest mistakes imaginable and have to do a "DOOH" when someone points out
the obvious. Raed just did that on some code I was developing. I was trying
to update info using the existing ticket info on a correspond instead of the
trans info, so nothing happened. DUH!

Kenn
LBNL

On Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier <carlosjavier.v at gmail.com>wrote:

> Kenn,
>
> They are created (because they are the same ones used in RI-IR
> Incident Reports) as "Ticket" Custom Fields.
>
> As an example, the _RTIR_Customer Custom Field, in the Configuration >
> Custom Fields > _RTIR_Customer > Basics page, appears as "Applies To:
> Tickets".
>
> Thanks!
>
> Carlos
>
> On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > 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!
> >
> >
> >
> > 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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