How to add mandatory custom field to "quick ticket creation" area

RT Users
1

Hi.

We have created some mandatory custom fields which the users have to
fill in, but now since we create these we are unable to make use of the
quick ticket creation area.

It will not allow us to create a quick ticket because the mandatory
field is not available in this area to be completed.

Is there any way to add the mandatory new custom field to the quick
ticket create area on the main page?

Thanks

Johann

2

Sorry i was a bit quick on the trigger and found many posts on this, but if
somebody could assist with 3.8.1 that would be very much appreciated.

Thanks :slight_smile:

JohannS wrote:

Hi.

We have created some mandatory custom fields which the users have to
fill in, but now since we create these we are unable to make use of the
quick ticket creation area.

It will not allow us to create a quick ticket because the mandatory
field is not available in this area to be completed.

Is there any way to add the mandatory new custom field to the quick
ticket create area on the main page?

Thanks

Johann

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3

Sorry i was a bit quick on the trigger and found many posts on this,
but if
somebody could assist with 3.8.1 that would be very much appreciated.

I have found many too, and I’ve done what they all say to no avail.

I have:

1 - Created a Custom Field
2 - Set Validation to Mandatory
3 - Ensured AssignCustomFields is allowed by the group

But it still lets tickets be created without the field set. It just
seems to ignore the fact that I’ve made it Mandatory.

Rt 3.6.3.

Any other suggestions?

Cheers

Adam Smith
Platform Operations Team Leader
Venda, Ltd.
AdamSmith@venda.com

4

that’s odd… maybe there’s a bug in 3.6.3?

i have 3.6.7 here and all it sure refuses to let me create a ticket (not quick-create, the standard one) without entering something in the mandatory field(s).

although i am still logged in as root, still setting it up… dunno if that would change anything…

maybe RT ignores the fields because your regular users don’t have the proper rights set to create a ticket with them?

i dunno.

[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Adam SmithSent: Friday, October 03, 2008 9:32 AM
To: JohannS
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to add mandatory custom field to “quick
ticketcreation” area

5

maybe RT ignores the fields because your regular users don’t have
the proper rights set to create a ticket with them?

They can definitely create a brand new ticket and the values become
set. It’s just the fact that it sadly allows them to be created while
unset…

Adam Smith
Platform Operations Team Leader
Venda, Ltd.
AdamSmith@venda.com

6

Adam,

Assuming you are talking about a "Ticket" Custom Field, I have to ask

if you:

  1. Applied the CF to a Queue and

  2. Set the CF rights for the Groups that will be using the queue where
    the Ticket CF is applied (ie. “SeeCustomField” and “ModifyCustomField”).

    “AssignCustomFields” does not necessarily let someone SEE or Modify the
    CF in a ticket.
    We use 3.6.4 and we have over 25 Custom Fields used in various
    combinations by various Queues and we do not have nay problem. I would
    have to know how ALL you privileges (Global, Queues, CF’s/Groups) have
    been set in order to persue this further. Hope this helps.

Kenn
LBNLOn 10/3/2008 7:32 AM, Adam Smith wrote:

On 2 Oct 2008, at 23:56, JohannS wrote:

Sorry i was a bit quick on the trigger and found many posts on this,
but if
somebody could assist with 3.8.1 that would be very much appreciated.

I have found many too, and I’ve done what they all say to no avail.

I have:

1 - Created a Custom Field
2 - Set Validation to Mandatory
3 - Ensured AssignCustomFields is allowed by the group

But it still lets tickets be created without the field set. It just
seems to ignore the fact that I’ve made it Mandatory.

Rt 3.6.3.

Any other suggestions?

Cheers

7

Adam,

Assuming you are talking about a “Ticket” Custom Field, I have to
ask if you:

  1. Applied the CF to a Queue and

I have

  1. Set the CF rights for the Groups that will be using the queue
    where the Ticket CF is applied (ie. “SeeCustomField” and
    “ModifyCustomField”).

The Everyone group has the ability to both see and modify this field.

“AssignCustomFields” does not necessarily let someone SEE or Modify
the CF in a ticket.
We use 3.6.4 and we have over 25 Custom Fields used in various
combinations by various Queues and we do not have nay problem. I
would have to know how ALL you privileges (Global, Queues, CF’s/
Groups) have been set in order to persue this further. Hope this
helps.

I am making changes to an existing installation and the permissions
are all very open. There are a number of groups but one company-level
one as well which has fairly open privileges.

Once a ticket is created (or indeed, on create) the user is able to
add values or modify values on this field, which tends to indicate
that they have the appropriate permission. It just seems as though RT
is ignoring the fact that I’ve set “Mandatory”…

Thanks for your help :slight_smile:

Adam Smith
AdamSmith@venda.com

8

Adam,

Question; are ALL users not able to see/modify this field or just

unprivileged users?

Kenn
LBNLOn 10/3/2008 9:48 AM, Adam Smith wrote:

On 3 Oct 2008, at 17:43, Kenneth Crocker wrote:

Adam,

Assuming you are talking about a "Ticket" Custom Field, I have to

ask if you:

  1. Applied the CF to a Queue and

I have

  1. Set the CF rights for the Groups that will be using the queue where
    the Ticket CF is applied (ie. “SeeCustomField” and “ModifyCustomField”).

The Everyone group has the ability to both see and modify this field.

"AssignCustomFields" does not necessarily let someone SEE or

Modify the CF in a ticket.
We use 3.6.4 and we have over 25 Custom Fields used in various
combinations by various Queues and we do not have nay problem. I would
have to know how ALL you privileges (Global, Queues, CF’s/Groups) have
been set in order to persue this further. Hope this helps.

I am making changes to an existing installation and the permissions are
all very open. There are a number of groups but one company-level one
as well which has fairly open privileges.

Once a ticket is created (or indeed, on create) the user is able to add
values or modify values on this field, which tends to indicate that they
have the appropriate permission. It just seems as though RT is ignoring
the fact that I’ve set “Mandatory”…

Thanks for your help :slight_smile:

9

All users I have tested with can modify the field values either on
create or after create, but the problem is that if they choose not to
set any value at all upon create, RT is letting this through. It
should not. My assumption is based on the fact that they can modify
the field values later, that for some reason RT isn’t enforcing this
validation on create.

Any ideas?On 3 Oct 2008, at 18:08, Kenneth Crocker wrote:

Adam,

Question; are ALL users not able to see/modify this field or just
unprivileged users?

Kenn
LBNL

On 10/3/2008 9:48 AM, Adam Smith wrote:

On 3 Oct 2008, at 17:43, Kenneth Crocker wrote:

Adam,

Assuming you are talking about a “Ticket” Custom Field, I have
to ask if you:

  1. Applied the CF to a Queue and
    I have
  2. Set the CF rights for the Groups that will be using the queue
    where the Ticket CF is applied (ie. “SeeCustomField” and
    “ModifyCustomField”).
    The Everyone group has the ability to both see and modify this field.
    “AssignCustomFields” does not necessarily let someone SEE or
    Modify the CF in a ticket.
    We use 3.6.4 and we have over 25 Custom Fields used in various
    combinations by various Queues and we do not have nay problem. I
    would have to know how ALL you privileges (Global, Queues, CF’s/
    Groups) have been set in order to persue this further. Hope this
    helps.
    I am making changes to an existing installation and the permissions
    are all very open. There are a number of groups but one company-
    level one as well which has fairly open privileges.
    Once a ticket is created (or indeed, on create) the user is able to
    add values or modify values on this field, which tends to indicate
    that they have the appropriate permission. It just seems as though
    RT is ignoring the fact that I’ve set “Mandatory”…
    Thanks for your help :slight_smile:

Adam Smith