[rt-users] Mandatory Custom Fields and Group Rights

[Tim Wiley]

On 02/04/2014 02:07 AM, Paul Stead wrote:
> Hello,
>
> Running RT 4.0.17 on Debian.
>
> We're trying to use RT across the company as our main ticketing system.
> This requires other departments to raise tickets into our queue.
>
> We have two mandatory ticket custom fields in this queue for us to
> internally categorise tickets.
> Our standard users do not have rights to "View custom field values" or
> "Modify custom field values" and indeed cannot see or set these fields
> in the Create Ticket view.
>
> When the user attempts to raise the ticket, RT seems to be checking for
> the validity of these custom fields, even though the user has no ability
> to set them.
>
> Raising via email works as expected, but our users are used to the RT
> interface and prefer to raise this way.
>
> Is this expected behaviour? How might I work around this?

It is not expected behavior.  I reported this a few months ago.  Thomas 
said that it's already fixed in the 4.2 branch & there's a ticket to 
have it fixed in the 4.0 branch.  Hit the login as guest button on the 
URL below.

http://issues.bestpractical.com/Ticket/Display.html?id=25068

Your best bet may be to upgrade to the 4.2 branch.