I have two things I need to happen in my RT4 instance:
one is to enable a custom field for a queue but only certain groups should see it when opening a ticket in that queue. to make this work I added the custom field to the queue under /Admin/Queues/CustomFields.html and also gave the desired group the ‘View Custom Fields’ permission under /Admin/CustomFields/GroupRights.html?id=6 however, this seems to still show that custom fields to all groups that access the ticket… is there another way to restrict this particular custom field to just this particular group?
another one I want is to have a ticket moved from one queue to another based on a trigger (eg. when a custom field has a certain value). is there an example of a template + scrip combination that can do this?