Hi,
I am using version 3.4.2, and I have configured the CommandByMail extension.
We use a php form to generate an email to our system, which creates the
ticket. When I use the form, because I have superuser privileges, a new
ticket is created with the custom fields autopopulated. However, if a
non-privileged user uses the form, the custom fields are not populated.
I’ve given everyone the “modify custom fields” privilege, but still am
unsuccessful. If a user uses the self-service (when I also grant everyone
the “see custom field” privilege) they can modify the fields, but still no
luck by sending the appropriate email. The CommandByMail functionality does
work for the non-privileged user to set the queue initially on ticket
creation.
I’ve found that the only privilege I can give that allows a non-privileged
user to autopopulate the custom fields from the email is the "modify ticket"
privilege, but I don’t want to do that.
Is there something that I’m missing, or any suggestions on how to fix this?
Thank you,
-Lori
We were having the same issue here, but it looks like I got it fixed…
Caveat: we’re running v3.6.1.
I gave Everyone the following custom field rights:
AssignCustomFields
ModifyCustomField
SeeCustomField
With those rights set, unprivileged users’ emails are setting the custom
fields properly.
Hope that helps!On 9/16/07 4:41 PM, “Loriann Higashi” loriann.higashi@yale.edu wrote:
Hi,
I am using version 3.4.2, and I have configured the CommandByMail extension.
We use a php form to generate an email to our system, which creates the
ticket. When I use the form, because I have superuser privileges, a new
ticket is created with the custom fields autopopulated. However, if a
non-privileged user uses the form, the custom fields are not populated.
I’ve given everyone the “modify custom fields” privilege, but still am
unsuccessful. If a user uses the self-service (when I also grant everyone
the “see custom field” privilege) they can modify the fields, but still no
luck by sending the appropriate email. The CommandByMail functionality does
work for the non-privileged user to set the queue initially on ticket
creation.
I’ve found that the only privilege I can give that allows a non-privileged
user to autopopulate the custom fields from the email is the “modify ticket”
privilege, but I don’t want to do that.
Is there something that I’m missing, or any suggestions on how to fix this?
Thank you,
-Lori
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