Constituencies... I've added two but can't change the constituency of an existing Incident Report

RTIR
1

Hello,

I’m using a staging environment which is a direct copy of our database and
the /opt/rt4 content. It’s all working fine. This is RT v4.0.17 w/ RTIR
v3.0.2.

I’ve added two constituencies via local/plugins/RT-IR/etc/add_constituency
and I am a member of the DutyTeam for each. While viewing an Incident
Report via RTIR/Display.html and click “Edit” I see the Constituency CF but
it’s name “Constituency” is not bold like the other CFs. There’s no drop
down at all either. The Incident Report is not linked to any tickets and
has a status of ‘new’.

Is something disabled somewhere that’s preventing the modification of the
constituency for an existing Incident Report?

I’ve tried modifying $_RTIR_Constituency_Propagation to ‘no’ and ‘reject’
and ‘inherit’ with web server restarts between each but that doesn’t seem
to have any effect.

Also when going through the menus to create a ticket (RTIR → Incident
Reports → Create) it is also not bolded like the other CFs and there’s no
drop down there.

See the screenshot (attached) for what i see during IR creation.

Landon Stewart :: lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932

2

I’ve added two constituencies via local/plugins/RT-IR/etc/add_constituency
and I am a member of the DutyTeam for each. While viewing an Incident Report
via RTIR/Display.html and click “Edit” I see the Constituency CF but it’s name
“Constituency” is not bold like the other CFs. There’s no drop down at all
either. The Incident Report is not linked to any tickets and has a status of
‘new’.

If you’re in one of the ‘extra’ Duty Teams but not in the top Duty
Team, the contents of the Constituency dropdown are controlled by your
OwnTicket rights. These rights are set up by the add_constituences
scrip.

Have you modified rights after creating the constituencies?
Go into one of your Tools->Admin->Queues->Constituency Queue and show
the group rights for the Duty Team - Constituency group.

-kevin

3

I’ve added two constituencies via local/plugins/RT-IR/etc/add_constituency
and I am a member of the DutyTeam for each. While viewing an Incident Report
via RTIR/Display.html and click “Edit” I see the Constituency CF but it’s name
“Constituency” is not bold like the other CFs. There’s no drop down at all
either. The Incident Report is not linked to any tickets and has a status of
‘new’.

If you’re in one of the ‘extra’ Duty Teams but not in the top Duty
Team, the contents of the Constituency dropdown are controlled by your
OwnTicket rights. These rights are set up by the add_constituences
scrip.

Have you modified rights after creating the constituencies?
Go into one of your Tools->Admin->Queues->Constituency Queue and show
the group rights for the Duty Team - Constituency group.

And to follow up on this.
Clean install of RT 4.0.22 and RTIR 3.0.2.
etc/add_constituency --name EDUNET
create a privileged user, add user to the DutyTeam EDUNET group
That user can create IRs from RTIR → Incidents Reports → Create
and once one exists, can click on Edit and see/edit the Constituency
field as expected.

I assume that you have local modifications or rights customizations.

-kevin