Whoops… I neglected to mention that we are selecting the queue first, but
still not getting the CF’s in the Add Criteria list.
It may or may not be relevant, but I should add that we have one group which
contains the users for the department called Customer Support. The Customer
Support group has no rights given to it specifically. There is another
group called Support Actors, to which the queue level rights are granted.
The Customer Support group (contains the users), is a member of the Support
Actors group (has the rights).
Basically, I created an Actors, ‘read/write,’ and a Viewers 'read only,'
group for each queue. I’m putting ‘user groups’ into the appropriate ‘queue
rights group’ based on what kind of permissions the user group needs. The
rights seem to trickle down appropriately in other cases.
MikeOn Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker email@example.com wrote:
At what point can they NOT see the CF’s? When they first get into the
screen? Try selecting/adding a Queue to the criteria and wait for the
results. I suspect you will see the CF’s at that point. When building a
Query, RT does not know which Cf’s to show you until you’ve selected a
Queue. GLOBAL CF’s will, of course, always show.
On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen <firstname.lastname@example.org wrote:
I have a group with these queue level rights:
Current rights (Check box to revoke right)
The users within that group can see custom fields on the
/Ticket/Display.html page. However, they do not see custom fields in the
’Add Criteria’ box on the /Search/Build.html page. I experimented by adding
global rights to the Everyone group one at a time. When I added
SeeCustomField, the CF’s appeared in the Add Criteria module on
/Build.html. Should this right always be applied globally? Is there
something else I am missing?