Same situation here, use this plugin http://blog.bestpractical.com/2013/03/new-rt-extension-for-making-fields-mandatory-on-status-transitions.html (https://metacpan.org/pod/RT::Extension::MandatoryOnTransition)
Set Custom Fields to not mandatory on creating new ticket, then set plugin options to force mandatory CF on any or specific transaction, change of status (ex, for closed ticket - fields have to be mandatory) Enjoy! W dniu 2014-02-04 11:07, Paul Stead napisał(a): > 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? > > Paul > -- > Paul Stead > Systems Engineer, Zen Internet > T: 01706 902009 -- Bartosz Maciejewski IT Administrator Agri Plus Sp. z o.o. ul.Marcelińska 92/94 60-324 Poznań tel: 061 665 79 77 gsm: 666 866 549 Please consider the environment before printing this email.