[rt-users] Mandatory Custom Field Privileges

Tim Wiley tim at marchex.com
Tue Jul 9 17:20:31 EDT 2013

GroupA are workers in & effectively own Queue1.  GroupA requested a 
number of custom fields for their queue that help facilitate better 
reporting on tickets.  Because of the reporting nature of these custom 
fields, GroupA has requested that only they have the permissions 
required to set the values on these fields & that they are mandatory. 
Furthermore, these custom fields should be hidden from GroupB, the group 
that is allowed to submit tickets to the queue.  Ideally, if GroupB 
can't see or modify the custom field, they shouldn't be told at ticket 
creation that the CFs are mandatory & the ticket should be created. 
Once a ticket lands in the hands of GroupA & they modify the ticket, the 
mandatory CFs with no values should then be verified & an error should 
be displayed, not allowing the modify until all mandatory CFs are filled 
out (because GroupA has permissions to see & modify the custom fields).

I've looked all over for the special permissions recipe for this setup & 
I can't find anything.  Am I the only one trying to use RT in this 
manner?  Is there a way to do this that I'm missing?   Do you need more 
information or clarification?  I'll gladly supply it.

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