Not exactly. Let me see if I can walk thru a sequence of events and
maybe that will help. Trust me, it wasn’t easy for me to understand at
1. Queue 'X' is created.
2. Queue 'Y' is created.
3. Group 'X-Support' is created.
4. Group 'Y-Support' is created.
5. Group 'Z-Admin' is created.
6. Group 'X-Support' granted rights to see/modify all tickets in Queue
7. Group ‘Y-Support’ is also granted rights to see/modify all tickets
in Queue ‘X’ and Queue ‘Y’.
8. Group ‘Z-Admin’ is granted ‘SuperUser’ rights to all tickets in
Queue ‘X’ and Queue ‘Y’. ‘Z-Admin’ is also granted "AdminCustomFields"
9. CF “Work-Category” created by Z-Admin. No other group can do that
because no one else has the “AdminCustomFields” rights.
10. Z-Admin adds values that can be selected for CF “Work-Category”. No
other group can do that because no one else has the "AdminCustomFields"
11. X-Support is granted “ModifyCustomField” right for CF “Work-=Category”.
12. Y-Support is granted “SeeCustomField” right for CF “Work-=Category”.
13. CF “Work-Category” is applied to Queue ‘X’.
14. Ticket created in Queue X. Value for CF “Work-Category” selected.
15. Groups X-Support and Y-Support can SEE the ticket AND the value in
16 .Group X-Support can modify the regular ticket fields AND change
that value in the CF “Work-Category”.
17. Group Y-Support can modify the regular ticket fields BUT CANNOT
change the value in the CF “Work-Category” (of that ticket) because they
do NOT have “ModifyCustomField” granted for that Custom Field.
18. Ticket is created in Queue Y. No value for CF "Work-Category"
selected (not applied to queue).
19. Ticket is moved from Queue X to Queue Y.
20. Group Y-Support can modify the regular ticket fields BUT CANNOT
change the value in the CF “Work-Category” (of that ticket) because the
CF has not yet been applied to Queue Y.
21. Same ticket is moved back to Queue X.
22. Same situation as numbers 15, 16, & 17. The CF “work-Category” does
NOT need to be re-applied or re-created for the ticket. It was always
there in the DataBase even when the ticket was moved.
Custom Fields are treated as a separate entity/object in RT. Permission
to a queue/ticket do NOT mean you have permission to the CF.
Permissions for a ticket are granted thru ACLs that are granted to
groups and roles to a queue. Permission to “ModifyTicket” does NOT give
you the ability to “ModifyCustomField”. That right is granted thru
separate ACLs to the CF to a group(s). I didn’t mention granting rights
to users individually because that is just a real bad maintenance
nightmare and shouldn’t be considered unless you only have a few users
in the system.
Does any of this makes sense? I hope it helps.
LBNLOn 8/21/2008 10:31 AM, Jerrad Pierce wrote:
On Thu, Aug 21, 2008 at 13:24, Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov> wrote:
Actually, the "ModifyCustomField" privilege doesn't have
anything to do with creating tickets. When a ticket is created, an
OBJECTCUSTOMFIELDVALUES table record (where the value of the CF for
that ticket is held) is created automatically for that ticket for
each custom field applied to the queue the ticket resides in,
provided that there is a value for that custom field for that
ticket. The "ModifyCustomField" privilege allows a user to put a
value into that CF for that ticket. If a ticket is created and no
value is given for a particular CF, then the OBJECTCUSTOMFIELDVALUES
record is NOT created. If, at a later date/time, a user with that
privilege goes into the ticket and enters a value for that CF, then
the OBJECTCUSTOMFIELDVALUES record is created. The
OBJECTCUSTOMFIELDVALUES table record has a key (OBJECTID) to each
ticket it is holding values for. I hope this helps.
So if I’m reading this right (and I may not be), you’re saying that one
should be able to set
the custom field values for a new ticket without ModifyCustomField. That
is what I would
expect, but it does not seem to be the case. It’s not possible to set
custom field values on
ticket creation (via REST, in 3.8) without that right. Both the CLI and
RT::Client:REST fail to
set the fields without this right.
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