Special situation and Custom Fields

RT Users
1

I have a queue setup for Everyone to have CreateTicket but not
SeeQueue. We did this on purpose so the general unpriviliged user
would not see the queue but we wanted it available to unprivileged
faculty via the url for create ticket with the queue number as an
entry point on a special faculty web page

This part really works quite well and my users are very happy however
I have a custom field which is setup to have Everyone See and Modify
it but from what I can tell only those who can actually see the queue
see the custom fields.

Does anyone know of something else I need to setup?

Thanks in advance

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

2

Joe,

Getting rights of almost any kind, especially in terms of tickets (ie.
Ticket Custom Fields), requires a user to be privileged.

I’m curious; why, exactly, do you have a problem with allowing “SeeQueue” to
everyone?

Kenn
LBNLOn Wed, Jun 23, 2010 at 9:14 AM, Joe Kirby kirby@umbc.edu wrote:

I have a queue setup for Everyone to have CreateTicket but not SeeQueue. We
did this on purpose so the general unpriviliged user would not see the queue
but we wanted it available to unprivileged faculty via the url for create
ticket with the queue number as an entry point on a special faculty web page

This part really works quite well and my users are very happy however I
have a custom field which is setup to have Everyone See and Modify it but
from what I can tell only those who can actually see the queue see the
custom fields.

Does anyone know of something else I need to setup?

Thanks in advance

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

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3

Getting rights of almost any kind, especially in terms of tickets (ie. Ticket Custom Fields),
requires a user to be privileged.

You can certainly grant rights to the Unprivileged or Everyone group
The problem Joe is having is because RT needs to load the Queue and
then ask it about queue specific ticket custom fields, but it can’t
get there from here because it can’t load the queue

-kevin