Carlos, I didn't want to sound insulting or anything, but I had a crazy thought that if they were "Transaction" CF's, they would show on any tickets. I didn't mean to imply that you were a goof, ;-). Sometimes, I make some of the dumbest mistakes imaginable and have to do a "DOOH" when someone points out the obvious. Raed just did that on some code I was developing. I was trying to update info using the existing ticket info on a correspond instead of the trans info, so nothing happened. DUH!
Kenn LBNL On Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier <[email protected]>wrote: > Kenn, > > They are created (because they are the same ones used in RI-IR > Incident Reports) as "Ticket" Custom Fields. > > As an example, the _RTIR_Customer Custom Field, in the Configuration > > Custom Fields > _RTIR_Customer > Basics page, appears as "Applies To: > Tickets". > > Thanks! > > Carlos > > On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker <[email protected]> > wrote: > > Carlos, > > > > Just a quick question; did you create the Custom Fields as "Ticket" > Custom > > Fields or as "Transaction" Custom Fields? > > > > Kenn > > LBNL > > > > On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier <[email protected] > > > > wrote: > >> > >> 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 > >> <[email protected]> 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! > > > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > > Last one this year -- Learn how to get the most out of RT! > > >
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