Custom role?

RT Users
1

Hi all,
I am trying to use the new “custom role” functionality in RT 4.4, but
I’m not sure I understand how it works.

I created the new “GroupManager” role and I assigned some queue
privileges to it.

The problem is: how am I supposed to assign the role to a user?

Thank you in advance

Cris

2

Hi all,

Hi Cris,

I am trying to use the new “custom role” functionality in RT 4.4, but
I’m not sure I understand how it works.

I created the new “GroupManager” role and I assigned some queue
privileges to it.

The problem is: how am I supposed to assign the role to a user?

You’ll first have to pick which queues the GroupManager role should be applied to, just like you do for custom fields. Admin → Custom Roles → GroupManager → “Applies to” lets you select the queues.

Then, when you’re creating or updating tickets in that queue, you’ll see GroupMember alongside other People fields. It’ll be next to either AdminCc/Cc/Requestor if it’s a multi-member role, or in this case, since it sounds like a single-member role, alongside Owner.

If it’s a multi-member role, you can also add members on the queue level by going to Admin → Queues → (select your queue) → Watchers, just like you can for Cc and AdminCc.

Thank you in advance

Cris

Thanks!
Shawn

3

Oh I see!
So, a single-member custom role can only be configured per-ticket. I had
hoped for something more “permanent”, like the case with multi-member
custom roles. It could be done with a script however, I think?

Thank you Shawn for your reply, it has been enlightening!

On a related note: how do you delete a custom role? I do not find
anything in the UI (besides the ability to disable it), it doesn’t even
appear in the shredder ‘object’ plugin.

CrisOn 05/05/2016 23:20, Shawn Moore wrote:

On 2016年5月5日 at 4:45:55, Guadagnino Cristiano (guadagnino.cristiano@creval.it) wrote:

Hi all,
Hi Cris,

I am trying to use the new “custom role” functionality in RT 4.4, but
I’m not sure I understand how it works.

I created the new “GroupManager” role and I assigned some queue
privileges to it.

The problem is: how am I supposed to assign the role to a user?
You’ll first have to pick which queues the GroupManager role should be applied to, just like you do for custom fields. Admin → Custom Roles → GroupManager → “Applies to” lets you select the queues.

Then, when you’re creating or updating tickets in that queue, you’ll see GroupMember alongside other People fields. It’ll be next to either AdminCc/Cc/Requestor if it’s a multi-member role, or in this case, since it sounds like a single-member role, alongside Owner.

If it’s a multi-member role, you can also add members on the queue level by going to Admin → Queues → (select your queue) → Watchers, just like you can for Cc and AdminCc.

Thank you in advance

Cris
Thanks!
Shawn

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016
4

Shawn,
I’m sorry but I think I still need some help.

I disabled the single-member custom role and created a new
multiple-member custom role.

I applied it to a queue, and then I entered the queue configuration and
added myself as GroupManager on that queue.

After that, if I look at the tickets in that queue (both those
pre-existing and those created afterwards) I see no user in the
GroupManager field.

I would have expected to see my name as GroupManager.
How is this supposed to work?

Thank you in advance.
Cris

-----Messaggio originale-----
Da: Cristiano Guadagnino guadagnino.cristiano@creval.it
Inviato: Fri May 06 2016 08:51:52 GMT+0200 (CEST)
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Custom role?

5

Hi Guadagnino,

Shawn,
I’m sorry but I think I still need some help.

I disabled the single-member custom role and created a new
multiple-member custom role.

I applied it to a queue, and then I entered the queue configuration and
added myself as GroupManager on that queue.

After that, if I look at the tickets in that queue (both those
pre-existing and those created afterwards) I see no user in the
GroupManager field.

I would have expected to see my name as GroupManager.
How is this supposed to work?

You won’t see your name as GroupManager on individual tickets, since your user was added at the queue level. You should be able to add additional users on the ticket level and they’ll show up on tickets. However, permissions, notifications, (e.g. anything that uses the list of role members) will include both ticket-level and queue-level members. This is how the builtin roles AdminCc and Cc work too.

Thank you in advance.
Cris

Thanks,
Shawn