I’ve set mandatory fields, and they are enforced and working as
expected for privileged users.
When an unprivileged user reply to a ticket with those mandatory
fields he can see those CFs, but they are not marked as Mandatory nor
There are 2 problems here, which I would be happy to understand:
The CFs apply to “Ticket” and not “Ticket Transaction” so afaik
they should only be displayed in ticket creation, not reply/comment. I
expect this because this is the behavior for privileged users, I see
those CF in ticket creation and not in reply/comment, so why its
different for unprivileged user via SelfService? Is this a known bug?
If the CFs are displayed in “Ticket Transaction” when unprivileged
user replying via self service, why Mandatory CFs are not enforced?
Also see those correspondences to the list:
[rt-users] Mandatory/Required custom field, 2008 Mike Peachy:
"Privileged users are not allowed to create a ticket via the web ui
without specifying a value for the mandatory ticket custom fields.
UNprivileged users ARE allowed to create a ticket without
selecting/specifying a value!"
BUG: Mandatory Custom Fields in RT 3.6.3 doesn’t work in all cases,
2007 Nick Metrowsky:
"1. If you enter a ticket as a privileged user, you must enter a
custom field that is set up as mandatory.
2. If you log in as an unprivileged user, mandatory fields don’t work."
From RT 3.8.2 Release Announcement:
"Fixes and cleanups:
- Validate mandatory custom fields on SelfService [elacour ruz]"
This is obviously not fixed.