Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html

RT Users
1

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

2

Michael,

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.

Kenn
LBNLOn Tue, Jun 14, 2011 at 1:07 PM, Michael Steen michael.steen@livetext.comwrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

3

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.

Thanks,

MikeOn Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Michael,

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.

Kenn
LBNL

On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen <michael.steen@livetext.com wrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

4

Michael,

When you applied the CF’s to the Queue, did you grant rights to groups
withing that page or did you grant rights to the CF while in the “group
Rights” of the Queue?

Kenn
LBNLOn Tue, Jun 14, 2011 at 2:30 PM, Michael Steen michael.steen@livetext.comwrote:

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.

Thanks,

Mike

On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

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.

Kenn
LBNL

On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < michael.steen@livetext.com> wrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

5

Kenn,

The rights were given to the group as group rights at the queue level.
There are no rights for the group (or for users) at the CF level.

Thanks,

MikeOn Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Michael,

When you applied the CF’s to the Queue, did you grant rights to groups
withing that page or did you grant rights to the CF while in the “group
Rights” of the Queue?

Kenn
LBNL

On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen <michael.steen@livetext.com wrote:

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.

Thanks,

Mike

On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

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.

Kenn
LBNL

On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < michael.steen@livetext.com> wrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

6

Michael,

Try this; remove the rights to cf’s at the queue level and grant them at the
CF config screen and see what happens.

Kenn
LBNLOn Tue, Jun 14, 2011 at 3:46 PM, Michael Steen michael.steen@livetext.comwrote:

Kenn,

The rights were given to the group as group rights at the queue level.
There are no rights for the group (or for users) at the CF level.

Thanks,

Mike

On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

When you applied the CF’s to the Queue, did you grant rights to groups
withing that page or did you grant rights to the CF while in the “group
Rights” of the Queue?

Kenn
LBNL

On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < michael.steen@livetext.com> wrote:

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.

Thanks,

Mike

On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

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.

Kenn
LBNL

On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < michael.steen@livetext.com> wrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

7

SeeCustomField right granted on queue level is new and experimental thing.
Right granted this way means that user can see all custom fields applied to
this queue. It’s a bug that it doesn’t work in the query builder. Please
file a bug report.

Regards, Ruslan. From phone.

написал:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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

8

Kenn,

This does work, but that would mean adding rights for each group on every
CF. It would seem to me that the desired function of the SeeCustomField
right on the queue level would be to take care of this all at once.

Best,

MikeOn Tue, Jun 14, 2011 at 6:14 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Michael,

Try this; remove the rights to cf’s at the queue level and grant them at
the CF config screen and see what happens.

Kenn
LBNL

On Tue, Jun 14, 2011 at 3:46 PM, Michael Steen <michael.steen@livetext.com wrote:

Kenn,

The rights were given to the group as group rights at the queue level.
There are no rights for the group (or for users) at the CF level.

Thanks,

Mike

On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

When you applied the CF’s to the Queue, did you grant rights to groups
withing that page or did you grant rights to the CF while in the “group
Rights” of the Queue?

Kenn
LBNL

On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < michael.steen@livetext.com> wrote:

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.

Thanks,

Mike

On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

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.

Kenn
LBNL

On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < michael.steen@livetext.com> wrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

9

Okay, thanks for the clarification, Ruslan.

I’ll continue to work around it. With the CF permissions as Kenn suggested
(thanks, Kenn).On Wed, Jun 15, 2011 at 7:18 AM, Ruslan Zakirov ruslan.zakirov@gmail.comwrote:

SeeCustomField right granted on queue level is new and experimental thing.
Right granted this way means that user can see all custom fields applied to
this queue. It’s a bug that it doesn’t work in the query builder. Please
file a bug report.

Regards, Ruslan. From phone.
15.06.2011 0:09 пользователь “Michael Steen” michael.steen@livetext.com
написал:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike

10

Michael,

Can’t argue with you there. But keep in mind that way back in RT 3.4
(earlier?) the only way to see/update a CF was by group. I believe (could be
wrong, have been B4) that was intended to allow compartmentalization of CF’s
for regular users, therefore by giving a group rights, they could use that
CF regardless of how many Queues the CF was applied. Maintenance was easier
if that CF was User (group) oriented (didn’t have to go into each Queue and
grant those rights over and over). However, I DO like the option to give CF
rights at the Queue level as well, but that right is relatively new and
perhaps needs some more work.

Kenn
LBNLOn Wed, Jun 15, 2011 at 10:11 AM, Michael Steen michael.steen@livetext.comwrote:

Kenn,

This does work, but that would mean adding rights for each group on every
CF. It would seem to me that the desired function of the SeeCustomField
right on the queue level would be to take care of this all at once.

Best,

Mike

On Tue, Jun 14, 2011 at 6:14 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

Try this; remove the rights to cf’s at the queue level and grant them at
the CF config screen and see what happens.

Kenn
LBNL

On Tue, Jun 14, 2011 at 3:46 PM, Michael Steen < michael.steen@livetext.com> wrote:

Kenn,

The rights were given to the group as group rights at the queue level.
There are no rights for the group (or for users) at the CF level.

Thanks,

Mike

On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

When you applied the CF’s to the Queue, did you grant rights to groups
withing that page or did you grant rights to the CF while in the “group
Rights” of the Queue?

Kenn
LBNL

On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < michael.steen@livetext.com> wrote:

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.

Thanks,

Mike

On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker kfcrocker@lbl.govwrote:

Michael,

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.

Kenn
LBNL

On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < michael.steen@livetext.com> wrote:

RT 3.8.9

I have a group with these queue level rights:

Current rights (Check box to revoke right)
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ForwardMessage
ModifyCustomField
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch

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?

Thanks,

Mike