Separating Custom Fields

RT Users
#1

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

#2

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

#3

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

#4

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

#5

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