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 <falc...@bestpractical.com> wrote: > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: >> Hi, >> >> I promise I've searched through 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!