[rt-users] Display custom fields in a ticket

Joop jvdwege at xs4all.nl
Fri Mar 25 08:22:55 EDT 2016


On 22-3-2016 23:05, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> >On 22-3-2016 18:56, Jeffrey Pilant wrote:
>
> >> I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a
>
> >> while ago.
>
> >> 
>
> >> I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
>
> >> 
>
> >> Today, months later, I was informed the tickets are not displaying the
>
> >> custom fields that used to be there.
>
> >> 
>
> >> I have confirmed that the field definitions appear to have been copied
>
> >> over.
>
> >> 
>
> >> However, the fields are not showing in the display.
>
> >> 
>
> >> 
>
> >> 
>
> >> Can someone post stuff for me to check?
>
> > 
>
> >Use the Admin part to check if those CF are still 'applied to' your queues.
>
> >Another thing: it could be rights related
>
> > 
>
> >> I suspect it is something as simple as adding the field to the list of
>
> >> things to show on the display page.
>
> >> 
>
> >> However, I don’t know how to do that.
>
> > 
>
> >Its possible some custom code/callbacks did some wonderful things but
>
> >without an idea how it looked like and how its looking now its hard to
>
> >guess as to why it doesn't work.
>
> >Do you happen to have a file backup of the RT install tree?
>
> >That way you can try to find out if any customization has been done.
>
>  
>
> When I check for the custom fields for the queue, I see no fields
> listed under selected and no fields listed under unselected.
>
I just logged into our RT instance to make sure I use the correct terms.
Goto the top menu: Admin/CustomFields/Select
Make sure you have ticket CFs displayed (Only show custom fields for Field)
Select one that is visible in the old system.
Now select 'Applies to' from the top right menu
There it should show you whether that CF is globally visible or only for
selected queues and a list of unselected queues.

Another route would be to select Admin/Queues/Select, select the queue
where your CFs aren't visible anymore and then Select 'Custom Fields'
from the top right menu. That should give you a list of all CFs that are
applicable to that queue.



>  
>
> Just checked my user rights:
>
> My login is a member of the admin group.  The admin group has all but:
>
>       Modify ticket owner on owned tickets [ReassignTicket]
>
>       *Show Articles menu [ShowArticlesMenu]
>
>       Show global templates [ShowGlobalTemplates]
>
>       Show history of public user properties [ShowUserHistory]
>
>       *Allow writing Perl code in templates, scrips, etc [ExecuteCode]
>
>       Create, modify and delete custom fields values
> [AdminCustomFieldValues]
>
> The two with asterisks (*), I pick up via other groups.  So basically,
> I have every right I probably need.
>
>  
>
> Looking at the right of the custom field, it seems to have none.
>
> I think it should have:
>
>       View custom fields [SeeCustomField]
>
> But when I check it and save it, nothing changes on the ticket display.
>
>
You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if they
don't than you have a problem in the database, you can check with
rt-validator.

If you create a new CF does it show up?

Joop

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