Hi All -
Not sure if the subject really explains what I am looking to do.
We want to be able to have custom fields that a user would fill out when
submitting a ticket, but then have a separate section of other custom fields
reserved as “For Office Use Only”.
I was thinking of trying to customize the Create.html page to incorporate a
line with “For Office Use Only” printed above it, then having the other
custom fields.
I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
EditTransactionCustomFields but not sure how I would logically separate the
CFs we want above the line and below the line.
Does this make sense?
Is there a better way to do this or any recommendations anyone can suggest
to me?
Thanks!
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu
Hi All -
Not sure if the subject really explains what I am looking to do.
We want to be able to have custom fields that a user would fill out when submitting a ticket,
but then have a separate section of other custom fields reserved as “For Office Use Only”.
I was thinking of trying to customize the Create.html page to incorporate a line with “For
Office Use Only” printed above it, then having the other custom fields.
I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and EditTransactionCustomFields
but not sure how I would logically separate the CFs we want above the line and below the line.
Does this make sense?
Only grant ModifyCustomField on the For Office Use fields to your staff
-kevin
Kevin -
Thank God for mailing lists! This is a much simpler solution than what I
was thinking of…
However, I’ve gone to Configuration → Custom Fields → MyCF → Group
Rights and have given ModifyCustomField and SeeCustomField only to the group
that our staff are members of.
I login to RT as a different user (who is not part our staff group) and am
able to choose a value for my CF and submit the ticket.
Am I setting permissions in the wrong area?
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Wed, Apr 13, 2011 at 1:43 PM, Max McGrath mmcgrath@carthage.edu wrote:
Hi All -
Not sure if the subject really explains what I am looking to do.
We want to be able to have custom fields that a user would fill out when
submitting a ticket, but then have a separate section of other custom fields
reserved as “For Office Use Only”.
I was thinking of trying to customize the Create.html page to incorporate a
line with “For Office Use Only” printed above it, then having the other
custom fields.
I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
EditTransactionCustomFields but not sure how I would logically separate the
CFs we want above the line and below the line.
Does this make sense?
Is there a better way to do this or any recommendations anyone can suggest
to me?
Thanks!
–
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu
Max,
You can set rights for Custom Fields either by group/regardless of
QueueOR by group
within a specific Queue. We have some CF’s that I update within scrips and
I don’t let ANYONE SEE or Modify them (except me as the superuser). I have
some CF’s that are only seen/modified by user-defined groups that are
allowed to own tickets, etc. You have to do what works best for you.
Kenn
LBNLOn Wed, Apr 13, 2011 at 12:09 PM, Max McGrath mmcgrath@carthage.edu wrote:
Kevin -
Thank God for mailing lists! This is a much simpler solution than what I
was thinking of…
However, I’ve gone to Configuration → Custom Fields → MyCF → Group
Rights and have given ModifyCustomField and SeeCustomField only to the group
that our staff are members of.
I login to RT as a different user (who is not part our staff group) and am
able to choose a value for my CF and submit the ticket.
Am I setting permissions in the wrong area?
–
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu
On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath mmcgrath@carthage.eduwrote:
Hi All -
Not sure if the subject really explains what I am looking to do.
We want to be able to have custom fields that a user would fill out when
submitting a ticket, but then have a separate section of other custom fields
reserved as “For Office Use Only”.
I was thinking of trying to customize the Create.html page to incorporate
a line with “For Office Use Only” printed above it, then having the other
custom fields.
I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
EditTransactionCustomFields but not sure how I would logically separate the
CFs we want above the line and below the line.
Does this make sense?
Is there a better way to do this or any recommendations anyone can suggest
to me?
Thanks!
–
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu
Thanks Kenn -
I actually just figured this out 2 minutes before you sent this.
I had given groups ModifyCustomField and SeeCustomField at the Queue level.
I had to revoke it there and manage them at the CF level.
Thanks guys!
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Wed, Apr 13, 2011 at 3:40 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:
Max,
You can set rights for Custom Fields either by group/regardless of QueueOR by group
within a specific Queue. We have some CF’s that I update within scrips
and I don’t let ANYONE SEE or Modify them (except me as the superuser). I
have some CF’s that are only seen/modified by user-defined groups that are
allowed to own tickets, etc. You have to do what works best for you.
Kenn
LBNL
On Wed, Apr 13, 2011 at 12:09 PM, Max McGrath mmcgrath@carthage.eduwrote:
Kevin -
Thank God for mailing lists! This is a much simpler solution than what I
was thinking of…
However, I’ve gone to Configuration → Custom Fields → MyCF → Group
Rights and have given ModifyCustomField and SeeCustomField only to the group
that our staff are members of.
I login to RT as a different user (who is not part our staff group) and am
able to choose a value for my CF and submit the ticket.
Am I setting permissions in the wrong area?
–
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu
On Wed, Apr 13, 2011 at 1:43 PM, Max McGrath mmcgrath@carthage.eduwrote:
Hi All -
Not sure if the subject really explains what I am looking to do.
We want to be able to have custom fields that a user would fill out when
submitting a ticket, but then have a separate section of other custom fields
reserved as “For Office Use Only”.
I was thinking of trying to customize the Create.html page to incorporate
a line with “For Office Use Only” printed above it, then having the other
custom fields.
I found /opt/rt3/share/html/Ticket/Elements/EditCustomFields and
EditTransactionCustomFields but not sure how I would logically separate the
CFs we want above the line and below the line.
Does this make sense?
Is there a better way to do this or any recommendations anyone can
suggest to me?
Thanks!
–
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu