Non-root users not seeing custom attribute fields in new ticket form or mody ticket form

Hi,

I have added an “on hold” custom attribute, which should be available to
privileged users when creating a new ticket through the web interface,
and to users with edit ticket rights on existing tickets.

However the privileged users do not get the fields appearing in the web
interface. I tried adding “seeCustomField” and “AdminCustomField” to the
requestor global group, but its not changing the create ticket form.

I noticed that there is an “Applies To” option on the Configuration ->
Custom Fields -> -> “Applies to” menu, but as the
root user can already add these attributes to tickets, I can’t see what
I would have to select these. After all I have selected the custom
fields at the global level…

(The root user sees the fields correctly, when creating or editing tickets.)

Thanks,

Tom

Tom,

If I understand your question, you are wondering why a particular 

Custom Field is not visable when creating a ticket, even if the user is
root. The answer is related to how RT links Custom Fields to a ticket.
The user or user privileges “SeeCustomField”, “ModifyCustomField”, and
“AdminCustomField” refer to what a user can do to a Custom Field IF )and
IF is the pertinate word here) the Custom Field has been applied to a
queue. In other words, the User rights (for a CF) don’t mean anything
unless the Custom Field has already been applied to the tickets in a
queue. Hope this helps.

Kenn
LBNLOn 1/25/2008 5:04 AM, Tom H wrote:

Hi,

I have added an “on hold” custom attribute, which should be available to
privileged users when creating a new ticket through the web interface,
and to users with edit ticket rights on existing tickets.

However the privileged users do not get the fields appearing in the web
interface. I tried adding “seeCustomField” and “AdminCustomField” to the
requestor global group, but its not changing the create ticket form.

I noticed that there is an “Applies To” option on the Configuration →
Custom Fields → → “Applies to” menu, but as the
root user can already add these attributes to tickets, I can’t see what
I would have to select these. After all I have selected the custom
fields at the global level…

(The root user sees the fields correctly, when creating or editing tickets.)

Thanks,

Tom


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Kenneth Crocker wrote:

Tom,

If I understand your question, you are wondering why a particular

Custom Field is not visable when creating a ticket, even if the user is
root. The answer is related to how RT links Custom Fields to a ticket.

Ah, no - the root user can see and enter a value for the custom
attribute, its the other users that cannot.

The user or user privileges “SeeCustomField”, “ModifyCustomField”, and
“AdminCustomField” refer to what a user can do to a Custom Field IF )and
IF is the pertinate word here) the Custom Field has been applied to a
queue. In other words, the User rights (for a CF) don’t mean anything
unless the Custom Field has already been applied to the tickets in a

So I guess I am looking to find out what privilege I need to give the
other users to see the custom attribute…

Cheers,

Tom

Kenneth Crocker wrote:

Tom,

If I understand your question, you are wondering why a particular

Custom Field is not visable when creating a ticket, even if the user is
root. The answer is related to how RT links Custom Fields to a ticket.

Ah, no - the root user can see and enter a value for the custom
attribute, its the other users that cannot.

The user or user privileges “SeeCustomField”, “ModifyCustomField”, and
“AdminCustomField” refer to what a user can do to a Custom Field IF )and
IF is the pertinate word here) the Custom Field has been applied to a
queue. In other words, the User rights (for a CF) don’t mean anything
unless the Custom Field has already been applied to the tickets in a

So I guess I am looking to find out what privilege I need to give the
other users to see the custom attribute…
“SeeCustomField”, “ModifyCustomField” if you’re talking about custom
fields. Please, don’t use term “attribute” as there is really another
thing exists that’s called attributes in RT. It’s a little bit hidden
from users, but extensions and developers of those know about them and
it can be a little bit confusing.

Cheers,

Tom


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Best regards, Ruslan.