Custom Field -- User/Staff Editable

[Sarah_User]

Hey all,

I'm having a problem where I have a custom field set to staff editable only, but it shows up in the custom field part of the user ticket form -- and the user can still edit it! Is this supposed to happen, or is this a bug?

Here's what the manual says about user/staff editable:

User Editable – if enabled, the user will be able to modify the field (applies only to user registration and user ticket creation group types).

Staff Editable – if enabled, any staff user will be able to modify the field regardless of whether it is a user field or a field intended for staff control panel use (such a task list field).

So shouldn't this mean that if I checked user editable as no -- then it shouldn't be editable by the user?

Thanks!
Sarah

[Siora]

I think what this means is that it cannot be edited by the user once the ticket has been submitted. Meaning, the user can't go into the ticket later and change these feilds, only staff can.

[Sarah_User]

Then why does it say it applies to ticket creation groups?

I can change the templates to make these not appear when the user enters in the ticket, but it just involves more work.


Thanks,
Sarah

[Solvent LLC]

This is a bug. I noticed the same thing.
And it has survived into the 3.11.0 STABLE release

[Sarah_User]

I thought so!! Thanks for the replies!

Thanks!
Sarah

[Siora]

I do not think it is a bug...Jamie explained this. The point of custom feilds for the client side is so that they can enter in information that you require of them when registering and/or when submitting a ticket. When you select the option to not allow editing...it means that once the client has entered in information they cannot edit it again. It does not hide the feilds from them.

[Jamie Edwards]

That is correct - the term Staff Editable means literally that - it is editable by staff. Likewise for User Editable, but for users (and implicitly staff). The setting does not imply that the fields will or will not be available in a certain area.

If you wish for a field to appear in a specific area and not in others, this property has to be changed per custom field group (where you can set the 'area' of the custom field group such as Contact creation, User ticket submission) and so on.

[Sarah_User]

So there is not a feature within the system that allows you to ADD fields to the ticket for only staff entry?? What if you needed fields for just staff?

The way I'll have to do this then is to actually make a custom group and not make it visible (via the templates) to the users -- and then also make it staff editable only...Then it will only appear to the staff...


Can someone move this to feature request? I think it should be considered a feature - To be able to make custom fields and therefore groups that are only available to staff members.

Thanks!
Sarah

[Siora]

You can create a custom feild group that is only visible to the staff and editible by staff but then your clients will never see it/edit it/or input it.

[Sarah_User]

Thats what i want...because it's information that I only want staff to edit and see - sort of like the notes on the staff side -- but inside the ticket. And how would you make that in the custom group?

Thanks!
Sarah

[Siora]

When you create a group you select "staff ticket creation". Then you create feilds that link to that group. Once that is done, only staff will be able to see those feilds.

[Sarah_User]

That is only for when a staff "creates" a new ticket in the staff cp. I don't want the staff to create a new ticket, i want this section to be a part of the ticket the the user sent in, just not seen or edited by the user.

Thanks,
Sarah

[PeteV]

Unless I misunderstood this thread, you are trying to do what we are doing too:

If you create such a "staff ticket creation" field, it appears automatically when staff creates a ticket in Staff CP.

However, when a user sends an e-mail, this field is not added automatically.

Instead, in Staff CP, when you select the Edit tab of the ticket, you can Link With Custom Field Groups, including those for "staff ticket creation". You will have to press the Update button, and then select the Edit tab again to actually enter anything in these custom fields. It's a bit of a nuisance, but it's manageable.

Only staff will see these custom fields, users cannot.

Does this help at all?

[Sarah_User]

Well i found out that for some reason - if there is a group that has no user editable fields in it doesn't show up automatically when you view a ticket on the staff cp side......

Well I got around this problem --- and this is how: I created a custom group: staff only....i made it staff and user ticket creation, but I allowed some of the fields to be "user editable"....then i went into the custom fields template. When it loops through each of the groups -- i catch that group by it's name and tell it to display nothing on the user side.

Thanks for all the replies!
Sarah