Urgent help needed with Custom field on Ticket NOT WORKING

Hello,

I am using RT 3.8.0

I have custom fields that have been set as “tickets” in the Applies to
field.
When I attempt to create a new ticket, I see the custom field on the ‘new
ticket’ page.
However irrespective of what I insert to this value, it will not populate on
the new ticket.

I get the error "Custom field 33 does not apply to this object"
However the ticket is set as a “tickets” and in the Applies To tab it has
been assigned to the Queue. And this is verified by the fact that it appears
on the new ticket creation for this Queue.

Is there a known issue that someone may be able to assist me with on this
one?

Curtis Raams

Permission
Allow all custom field ?-----Original Message-----
From: “Curtis Raams” craams@staff.ains.net.au

Date: Tue, 26 Aug 2008 18:07:21
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Urgent help needed with Custom field on Ticket NOT
WORKING

Hello,

I am using RT 3.8.0

I have custom fields that have been set as “tickets” in the Applies to
field.
When I attempt to create a new ticket, I see the custom field on the ‘new
ticket’ page.
However irrespective of what I insert to this value, it will not populate on
the new ticket.

I get the error "Custom field 33 does not apply to this object"
However the ticket is set as a “tickets” and in the Applies To tab it has
been assigned to the Queue. And this is verified by the fact that it appears
on the new ticket creation for this Queue.

Is there a known issue that someone may be able to assist me with on this
one?

Curtis Raams

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Curtis,

First of all, what type of CF is it? A Text field or "select one 

value"? If it is a “Select one value” and there are no values to select
from, then that would cause this problem. Also, just because you created
a CF and applied it to a queue, that does not mean anyone can update it.
TO set up rights to update a CF you have to go to
Configuration->Custom Fields->(select CF)->Group Rights. IT is here that
you enable users to see and modify the CF. WE use groups so we don’t
have to maintain a whole truckload of users every time they changes
responsibilities (we just remove them from a group and add them to
another). If you only have a few users, the you might want to allow all
privileged. Whatever your circumstances. The point is that a CF that is
created AND applied to a queue still needs to have the usage rights set.
CF’s are treated as separate objects from tickets. Hope this helps.

Kenn
LBNLOn 8/26/2008 1:07 AM, Curtis Raams wrote:

Hello,

I am using RT 3.8.0

I have custom fields that have been set as “tickets” in the Applies to
field.
When I attempt to create a new ticket, I see the custom field on the ‘new
ticket’ page.
However irrespective of what I insert to this value, it will not populate on
the new ticket.

I get the error "Custom field 33 does not apply to this object"
However the ticket is set as a “tickets” and in the Applies To tab it has
been assigned to the Queue. And this is verified by the fact that it appears
on the new ticket creation for this Queue.

Is there a known issue that someone may be able to assist me with on this
one?

Curtis Raams


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hello,

The CF is a ‘input one value’ type, and is for a ‘tickets’ and assigned to
the ‘queue’.
It also has the correct (all) privileges set in the Groups associated.

I also had not correctly detailed all of the problems we are having.
The ticket actually shows custom fields, however the custom fields the
ticket are showing is NOT ticket custom fields, but USER custom fields.

When I create a new ticket, it shows the ticket custom fields correctly, but
if I input any value upon submit of ticket I get the new ticket displayed,
and in the yellow box on the top I get “Custom field 1 does not apply to
this object”.

And the ticket DOES show some custom fields, however they are USER custom
fields, and not ticket custom fields.
This to me seems clearly to be an issue with RT 3.8.0

Curtis RaamsFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, 27 August 2008 2:43 AM
To: Curtis Raams
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Urgent help needed with Custom field on Ticket NOT
WORKING

Curtis,

First of all, what type of CF is it? A Text field or "select one 

value"? If it is a “Select one value” and there are no values to select
from, then that would cause this problem. Also, just because you created
a CF and applied it to a queue, that does not mean anyone can update it.
TO set up rights to update a CF you have to go to
Configuration->Custom Fields->(select CF)->Group Rights. IT is here that
you enable users to see and modify the CF. WE use groups so we don’t
have to maintain a whole truckload of users every time they changes
responsibilities (we just remove them from a group and add them to
another). If you only have a few users, the you might want to allow all
privileged. Whatever your circumstances. The point is that a CF that is
created AND applied to a queue still needs to have the usage rights set.
CF’s are treated as separate objects from tickets. Hope this helps.

Kenn
LBNL

Hello,

I am using RT 3.8.0

I have custom fields that have been set as “tickets” in the Applies to
field.
When I attempt to create a new ticket, I see the custom field on the ‘new
ticket’ page.
However irrespective of what I insert to this value, it will not populate
on
the new ticket.

I get the error "Custom field 33 does not apply to this object"
However the ticket is set as a “tickets” and in the Applies To tab it has
been assigned to the Queue. And this is verified by the fact that it
appears
on the new ticket creation for this Queue.

Is there a known issue that someone may be able to assist me with on this
one?

Curtis Raams


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Curtis,

Well, we don't use user-custom fields and from what you said, the fact 

that the ticket custom fields don’t allow data is wierd. I still think
it has to do with the permissions, but I could be wrong on this one.
Sorry I can’t be of more help.

Kenn
LBNLOn 8/26/2008 4:17 PM, Curtis Raams wrote:

Hello,

The CF is a ‘input one value’ type, and is for a ‘tickets’ and assigned to
the ‘queue’.
It also has the correct (all) privileges set in the Groups associated.

I also had not correctly detailed all of the problems we are having.
The ticket actually shows custom fields, however the custom fields the
ticket are showing is NOT ticket custom fields, but USER custom fields.

When I create a new ticket, it shows the ticket custom fields correctly, but
if I input any value upon submit of ticket I get the new ticket displayed,
and in the yellow box on the top I get “Custom field 1 does not apply to
this object”.

And the ticket DOES show some custom fields, however they are USER custom
fields, and not ticket custom fields.
This to me seems clearly to be an issue with RT 3.8.0

Curtis Raams

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, 27 August 2008 2:43 AM
To: Curtis Raams
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Urgent help needed with Custom field on Ticket NOT
WORKING

Curtis,

First of all, what type of CF is it? A Text field or “select one
value”? If it is a “Select one value” and there are no values to select
from, then that would cause this problem. Also, just because you created
a CF and applied it to a queue, that does not mean anyone can update it.
TO set up rights to update a CF you have to go to
Configuration->Custom Fields->(select CF)->Group Rights. IT is here that
you enable users to see and modify the CF. WE use groups so we don’t
have to maintain a whole truckload of users every time they changes
responsibilities (we just remove them from a group and add them to
another). If you only have a few users, the you might want to allow all
privileged. Whatever your circumstances. The point is that a CF that is
created AND applied to a queue still needs to have the usage rights set.
CF’s are treated as separate objects from tickets. Hope this helps.

Kenn
LBNL

On 8/26/2008 1:07 AM, Curtis Raams wrote:

Hello,

I am using RT 3.8.0

I have custom fields that have been set as “tickets” in the Applies to
field.
When I attempt to create a new ticket, I see the custom field on the ‘new
ticket’ page.
However irrespective of what I insert to this value, it will not populate
on
the new ticket.

I get the error "Custom field 33 does not apply to this object"
However the ticket is set as a “tickets” and in the Applies To tab it has
been assigned to the Queue. And this is verified by the fact that it
appears
on the new ticket creation for this Queue.

Is there a known issue that someone may be able to assist me with on this
one?

Curtis Raams


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com