We will be rolling out a new layout (queues, groups, rights etc) soon. Each
queue will have an “owner” group which will have all of the rights necessary to
make changes to a ticket. All other groups will only be able to look at the
tickets. They won’t be able to own or modify them.
I have not been able to restrict the ability to modify custom fields though.
Any person can change a custom field on a ticket even if they are not a member
of the group to which the queue belongs.
Am I just not seeing how to do this or is it not possible to restrict custom
field changes on a queue by queue basis?
We create seperate "support" groups (those that can own/modify ticket
info) and “user” groups (those only creating/looking at tickets) for
each queue. That way, when we create a custom field and apply it to a
particular queue, we can go to the group rights and allow the “support”
group for that queue to Modify the custom field on a ticket in that
queue. We DO allow the “user” groups to see the custom fields so they
can see everything about the ticket when they look. It sounds to me like
someone has set a global right for everyone to modify a custom field.
Hope this helps.
We will be rolling out a new layout (queues, groups, rights etc) soon. Each
queue will have an “owner” group which will have all of the rights necessary to
make changes to a ticket. All other groups will only be able to look at the
tickets. They won’t be able to own or modify them.
I have not been able to restrict the ability to modify custom fields though.
Any person can change a custom field on a ticket even if they are not a member
of the group to which the queue belongs.
Am I just not seeing how to do this or is it not possible to restrict custom
field changes on a queue by queue basis?
We have the effect that the user may put values into a ‘for him
forbidden’ custom field but the values are not taken by RT.
There is a little notice like “Not permitted to change field” or so.
We are using RT 3.6.1 - our custom fields have three rights to permit:
AdminCustomField, ModifyCustomField, SeeCustomField.
They work as expected. I permit them to groups.
Our custom fields are not configured as global but per queue
(Configuration.Queues..Ticket Custom Fields).
Can you tell more about your configuration to isolate the problem?