Custom fields (simple?) question

RT Users
1

Hi,

I promise I’ve searched through 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 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

2

Carlos,

RT is designed to allow flexibility when granting permissions. I can grant
“MosifyTicket” to someone, but that doesn’t mean they can create comments or
update Custom Fields. The “ModifyTIcket” right is for the basic MetatData
fields you find in a Ticket. Comments are separate. So are Custom Fields. If
you take a close look at the rights you can grant a group (I say group
because we don’t really like to grant rights to individual users. WAY TOO
MUCH maintenance when you have to modify/grant the same rights to a bunch of
people. We put them in groups. Much easier) you will see “ModifyTicket”,
“CommentOnTicket”. This allows you to grant the right to make commonets on a
ticket, but not the MetaData in the TIcket. Same for Email. Custom FIelds
allow granting rights by “Group”.I can create a Queue, apply a Custom FIeld
to it and yet NEVER grant rights to see or modify that Custom Field because
I want ONLY RT to do it thru scrips. Let’s say I wanted a “TimeStamp” for
every Transaction (Just an example). I could create the CF, apply it to a
Queue and then modify that CF with the current Date/Time whenever a
transaction goes against a ticket. In the DataBase, the old Ticket Custom
Field would be disabled (but still visable via SQL) and a new one created as
a OBJECTCUSTOMFIELDVALUES Table record.
I could also grant"SeeCustomField" to a certain group of users and they
would be able to SEE it, but not Modify it. I could also create a Custom
Field, grant all sorts of rights to it, but not apply it to any Queue. NO
one would be able to see it or modify it because it wouldn’t exist for any
ticket in any Queue because it was not applied.
SOOOO in your situation, when you went to Config->CustomFields->Group Rights
… what rights did you give to what group of users?
Check it out and let me know. Hope this helps.

Kenn
LBNLOn Mon, Oct 11, 2010 at 8:28 AM, Carlos Javier carlosjavier.v@gmail.comwrote:

Hi,

I promise I’ve searched through 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 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!

3

Hi,

I promise I’ve searched through 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

4

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! :slight_smile:

CarlosOn Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote:

Hi,

I promise I’ve searched through 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!

5

Carlos,

Just a quick question; did you create the Custom Fields as “Ticket” Custom
Fields or as “Transaction” Custom Fields?

Kenn
LBNLOn Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier carlosjavier.v@gmail.comwrote:

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! :slight_smile:

Carlos

On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote:

Hi,

I promise I’ve searched through 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!

6

Carlos,

I didn’t want to sound insulting or anything, but I had a crazy thought that
if they were “Transaction” CF’s, they would show on any tickets. I didn’t
mean to imply that you were a goof, ;-). Sometimes, I make some of the
dumbest mistakes imaginable and have to do a “DOOH” when someone points out
the obvious. Raed just did that on some code I was developing. I was trying
to update info using the existing ticket info on a correspond instead of the
trans info, so nothing happened. DUH!

Kenn
LBNLOn Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier carlosjavier.v@gmail.comwrote:

Kenn,

They are created (because they are the same ones used in RI-IR
Incident Reports) as “Ticket” Custom Fields.

As an example, the _RTIR_Customer Custom Field, in the Configuration >
Custom Fields > _RTIR_Customer > Basics page, appears as “Applies To:
Tickets”.

Thanks!

Carlos

On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Carlos,

Just a quick question; did you create the Custom Fields as “Ticket”
Custom
Fields or as “Transaction” Custom Fields?

Kenn
LBNL

On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier <carlosjavier.v@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! :slight_smile:

Carlos

On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote:

Hi,

I promise I’ve searched through 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!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

7

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]carlosjavier.v@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]falcone@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:carlosjavier.v@gmail.com
  2. mailto:falcone@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!