On Tue, Oct 12, 2010 at 09:08:39AM -0700, Kenneth Crocker wrote: > Just a quick question; did you create the Custom Fields as "Ticket" Custom > Fields or as > "Transaction" Custom Fields?
Kenn Carlos is using RTIR. There are some special rules regarding CFs and Queues when using RTIR. -kevin > On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier > <[1]carlosjavie...@gmail.com> 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 > <[2]falc...@bestpractical.com> wrote: > > On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: > >> Hi, > >> > >> I promise I've searched through [3]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! > > References > > Visible links > 1. mailto:carlosjavie...@gmail.com > 2. mailto:falc...@bestpractical.com > 3. http://www.gossamer-threads.com/ > > 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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RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!