Customfields question

Dear List,

I have created a Customfield that links to a webpage ( our own backend
system ) for our employees.

We have enabled the SelfService page where our customers can also fill
in that customfield.

The problem I’m having now is that the customer can see the custom field
value, which is not really an issue, but also can see the link to our
backend system.

As you can imagine, this is not what I want.

I have found the file where that link is generated, so I thought that I
could edit it to filter on the groupname “Customers”.

The only problem is now, I don’t have a clue how to do that.

Can anyone point me in the right direction?

Thank you in advance.

Met vriendelijke groet / With kind regards,

Richard Pijnenburg

Dear List,

I have created a Customfield that links to a webpage ( our own backend
system ) for our employees.

We have enabled the SelfService page where our customers can also fill
in that customfield.

The problem I’m having now is that the customer can see the custom field
value, which is not really an issue, but also can see the link to our
backend system.

As you can imagine, this is not what I want.

You should be able to resolve this with proper rights on those
customfields (no rights for Unprivileged users).

Hi Emmanuel,

That is correct.
The only problem is:

  1. The customer must be able to fill in the customfield with ticket
    creation.
  2. The customer may view the value of the customfield when viewing the
    ticket.
  3. the customer may not see the link.

I haven’t been able yet to get that effect done with the rights.

Met vriendelijke groet / With kind regards,

Richard Pijnenburg
Changes and Incident Coordinator

WideXS http://www.widexs.nl
Tel +31 (0)20 7570780 Fax +31 (0)20 7570789
Zekeringstraat 43, 1014 BV Amsterdam, NLFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Wednesday, November 25, 2009 10:09 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfields question

Dear List,

I have created a Customfield that links to a webpage ( our own backend
system ) for our employees.

We have enabled the SelfService page where our customers can also fill
in that customfield.

The problem I’m having now is that the customer can see the custom
field
value, which is not really an issue, but also can see the link to our
backend system.

As you can imagine, this is not what I want.

You should be able to resolve this with proper rights on those
customfields (no rights for Unprivileged users).

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Emmanuel,

That is correct.
The only problem is:

  1. The customer must be able to fill in the customfield with ticket
    creation.
  2. The customer may view the value of the customfield when viewing the
    ticket.
  3. the customer may not see the link.

ok, then you have to modify: share/html/Elements/ShowCustomFields

look for test on $linked.

Hi Emmanuel,

I found that file yeah.
It’s only unclear what code I need to make the filter for it.
Unfortunate my coding experience is more in php then perl :slight_smile:

Met vriendelijke groet / With kind regards,

Richard PijnenburgFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Wednesday, November 25, 2009 10:42 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfields question

Hi Emmanuel,

That is correct.
The only problem is:

  1. The customer must be able to fill in the customfield with ticket
    creation.
  2. The customer may view the value of the customfield when viewing the
    ticket.
  3. the customer may not see the link.

ok, then you have to modify: share/html/Elements/ShowCustomFields

look for test on $linked.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Emmanuel,

I found that file yeah.
It’s only unclear what code I need to make the filter for it.
Unfortunate my coding experience is more in php then perl :slight_smile:

try something like this (not tested):

diff --git a/share/html/Elements/ShowCustomFields b/share/html/Elements/ShowCustomFields
index ddb8b72…ad8869d 100644
— a/share/html/Elements/ShowCustomFields
+++ b/share/html/Elements/ShowCustomFields
@@ -83,7 +83,7 @@ $m->callback(
my $print_value = sub {
my ($cf, $value) = @_;
my $linked = $cf->LinkValueTo;

  • if ( $linked ) {
  • $m->out(’’) if $linked;
  • $m->out(’’) if ( $linked && $m->request_comp->path !~ m|/SelfService/| );

    This section automatically populates a div with the “IncludeContentForValue” for this custom

    field if it’s been defined

Hi Emmanuel,

It works perfect :slight_smile:
Thanks a lot.

Another quick question.
It would be handy for the departments to have different categories in
the queues so I can group them in a way.
For example with our support department I have 3 queues: Support,
Windows, Linux.
These 3 can be in a group Support
For our administration department I have other queues and those I want
under a group Administration.

Is there already a modification for this?

Met vriendelijke groet / With kind regards,

Richard PijnenburgFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Wednesday, November 25, 2009 11:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customfields question

Hi Emmanuel,

I found that file yeah.
It’s only unclear what code I need to make the filter for it.
Unfortunate my coding experience is more in php then perl :slight_smile:

try something like this (not tested):

diff --git a/share/html/Elements/ShowCustomFields
b/share/html/Elements/ShowCustomFields
index ddb8b72…ad8869d 100644
— a/share/html/Elements/ShowCustomFields
+++ b/share/html/Elements/ShowCustomFields
@@ -83,7 +83,7 @@ $m->callback(
my $print_value = sub {
my ($cf, $value) = @_;
my $linked = $cf->LinkValueTo;

  • if ( $linked ) {
  • $m->out(’’) if $linked;
  • $m->out(’’) if ( $linked && $m->request_comp->path !~
    m|/SelfService/| );

    This section automatically populates a div with the

“IncludeContentForValue” for this custom
# field if it’s been defined

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com