[rt-users] Custom field questions… (Permissions, Viewing, and Hiding)

[Kevin Falcone]

On Mon, Apr 23, 2012 at 11:36:56AM -0400, johnathan.bell at baker.edu wrote:
>    -1-
>    Maybe I'm going about it the wrong way, but I'm trying to create a custom field that is
>    "internal use only". The idea is that we have one massive queue for everything, and then a
>    helpdesk triages the requests, and then modifies this field to the appropriate department, who
>    then picks up the ticket based on department and location.
>    However, it doesn't make sense for someone to edit this value from the selfservice page, as
>    they may not know the appropriate department to route the request to, so how can I restrict
>    access to this field? I tried making it so that only privileged users can see it (via the
>    custom field rights), but that doesn't seem to have any effect. Also ticked and unticked the
>    box from the queue properties, but that too seems to do nothing. Am I doing something wrong?
>    -2-
>    Is there a way that I can only show custom fields in the "The Basics" info box if users are
>    privileged? In this case, I want to restrict viewing of some linked data displaying use
>    directory information to be viewed only by privileged users. Once again, the permissions don't
>    seem to have any effect.

This sounds like you have some things applied Globally and they need
to be tighter.  You can absolutely limit the permissions to just
Privileged users.

>    -3-
>    Lastly, on the self-service form, is there a way to show/hide a text box based on the
>    selection(s) in other select boxes? The idea is that I have several selection boxes that allow
>    you to pick different topics regarding the ticket. However, on each selection, there's an
>    "other" as well. To that end, I've added a box to allow users to explain their "other". Is
>    there a straighforward way of making the form hide this "other" box until it has the context
>    to display it.

You may be able to do some of these with the depends on custom fields,
but you may also need some custom JS.

-kevin
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