Custom Fields visibility - Logic bug or intentional?

RT Users
1

Hi,

I haven’t seen this asked yet, so I apologise if I have missed a thread.

If a Custom field is set so that it is visible to everyone, but a queue
is removed from the applies to, is it supposed to still appear in that
queue?

I would think that if it doesn’t apply to a queue, then it shouldn’t be
visible.

Discovered this today while adding 128 custom fields and updating the
’rights/applies to’ for all of them

2

Hi,

I haven’t seen this asked yet, so I apologise if I have missed a thread.

If a Custom field is set so that it is visible to everyone, but a queue
is removed from the applies to, is it supposed to still appear in that
queue?

I would think that if it doesn’t apply to a queue, then it shouldn’t be
visible.

Discovered this today while adding 128 custom fields and updating the
‘rights/applies to’ for all of them

Are you sure that the CF is not also defined as global?

3

Yes its a pre 3.4 Global CF, but if you have to define the permissions
for Global CF’s post 3.4 so that they appear for the ordinary user,
surely it is logical to be able to prevent them from appearing at the
queue level.

Otherwise, I would need to remove it as a global and redefine it again.
I wouldn’t like to guess how existing data would react to that.

Are you sure the global CF is not a different CF that happens
to have the same name? ALso, what version for RT?

4

Yes its a pre 3.4 Global CF, but if you have to define the permissions
for Global CF’s post 3.4 so that they appear for the ordinary user,
surely it is logical to be able to prevent them from appearing at the
queue level.

Otherwise, I would need to remove it as a global and redefine it again.
I wouldn’t like to guess how existing data would react to that.

Are you sure the global CF is not a different CF that happens
to have the same name? ALso, what version for RT?
Hi Todd,

This is 3.4.2 running on Solaris 9 with perl 5.8.6, MySQL 4.0.18 and
Apache 1.3.33.

If I look at the Global → Custom Fields → Tickets, ‘url’ is defined as
a global. It is set so that everyone can see it via group options.

If I then go to Custom Fields → Select custom field and remove the
particular queue from the Applies to list for ‘url’, it still appears on
the queue which it is delisted from.

5

Yes its a pre 3.4 Global CF, but if you have to define the permissions
for Global CF’s post 3.4 so that they appear for the ordinary user,
surely it is logical to be able to prevent them from appearing at the
queue level.

Otherwise, I would need to remove it as a global and redefine it again.
I wouldn’t like to guess how existing data would react to that.

Are you sure the global CF is not a different CF that happens
to have the same name? ALso, what version for RT?

Aha, error located between chairback and keyboard. I’ll now go shoot
myself. You have to deselect it as a global and redefine it at the
Custom Field level now.

Have a nice day

6

Hi Todd,

This is 3.4.2 running on Solaris 9 with perl 5.8.6, MySQL 4.0.18 and
Apache 1.3.33.

If I look at the Global → Custom Fields → Tickets, ‘url’ is defined as
a global. It is set so that everyone can see it via group options.

If I then go to Custom Fields → Select custom field and remove the
particular queue from the Applies to list for ‘url’, it still appears on
the queue which it is delisted from.

Right or wrong, the way RT currently works is that if a CF is global
then it applies to all queues, period. If you don’t want it to
apply to all queues it can’t be global.

There used to be a bug that if a CF was global and also applied
individually to a queue, then the CF would appear twice. That
seems to be fixed in 3.4.2.

If you think about it, why would you mark the CF as global and then
think that NOT appying it to the queue would make it go away for
that queue? That would mean to have a global CF you would have to
make it global and also apply it to every queue.

-Todd

7

Hi,

I haven’t seen this asked yet, so I apologise if I have missed a thread.

If a Custom field is set so that it is visible to everyone, but a queue
is removed from the applies to, is it supposed to still appear in that
queue?

I would think that if it doesn’t apply to a queue, then it shouldn’t be
visible.

Discovered this today while adding 128 custom fields and updating the
‘rights/applies to’ for all of them

Are you sure that the CF is not also defined as global?

Yes its a pre 3.4 Global CF, but if you have to define the permissions
for Global CF’s post 3.4 so that they appear for the ordinary user,
surely it is logical to be able to prevent them from appearing at the
queue level.

Otherwise, I would need to remove it as a global and redefine it again.
I wouldn’t like to guess how existing data would react to that.

8

Richard Ellis wrote:

Yes its a pre 3.4 Global CF, but if you have to define the permissions
for Global CF’s post 3.4 so that they appear for the ordinary user,
surely it is logical to be able to prevent them from appearing at the
queue level.

Otherwise, I would need to remove it as a global and redefine it again.
I wouldn’t like to guess how existing data would react to that.

This is likely to become a bigger problem as people upgrade their
versions. Perhaps what needs to be done is have an option besides
Enabled/Disabled for CFs. Would an archive option allow any data
present to be displayed but not necessarily show for new tickets? This
way, you could archive your pre-3.4 CFs (with an entry in the db
somewhere stating which tickets use the archived CF - or perhaps an
RT_SiteConfig variable) and properly create 3.4 CFs for your queues, as
needed.

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati