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

[Kevin Falcone]

On Tue, Oct 12, 2010 at 09:08:39AM -0700, Kenneth Crocker wrote:
>    Just a quick question; did you create the Custom Fields as "Ticket" Custom Fields or as
>    "Transaction" Custom Fields?

Kenn

Carlos is using RTIR.  There are some special rules regarding CFs and
Queues when using RTIR.

-kevin

>    On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier <[1]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
>      <[2]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 [3]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!
> 
> References
> 
>    Visible links
>    1. mailto:carlosjavier.v at gmail.com
>    2. mailto:falcone at bestpractical.com
>    3. http://www.gossamer-threads.com/

> 
> 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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