Are you talking about a specific User or a specific type of user, like
AdminCc or Oqner, or even a User-defined group? The rights for Custom
Fields are in two ares. First is the ability to just create one and
define it in terms of what can be entered (ie. select on value and THOSE
values allowed) and in that area you can also grant the right for a
user-defined group to be able to just “SeeCustomField” and to
"ModifyCustomField". The right to “ModifyCustomField” is talking about a
user (member of a user-defined group) modifying the value in that CF ON
A TICKET only. To get to that right, you navigate thus
Configuration->Custom Fields then either select the CF you want to
modify (in terms of definition, types of entry, remove/add values) or
click “New Custom Field” and then go about defining what you want for
The other area of CF rights is for how the CF relates to a Queue. This
is where you “Apply” the CF to a specific Queue and then determine what
rights a certain group has in terms of that CF. You can also do this for
Users, but if you have a lot of users, this can extremely time-consuming
when it comes to maintenance. You navigate to this the same way, except
you use “Applies To” and then “Group Rights” to apply the CF to a
Queue(s) and set the rights.
In our installation, we do not let anyone mess with “GLobal” CF’s
except the RT Administrator. For CF’s that are Queue-Specific, we let
the Queue Manager (the ADminCc Watcher) have that right.
I hope this has been a help.
LBNLOn 2/24/2009 9:53 AM, Ryan Stepalavich wrote:
We need the user to be able to add Ticket Custom Fields for queues.
(Configuration/Queues/Queue/Ticket Custom Fields).