In RT-3.6.0 we use the built-in roles for different purposes depending
on queue. For instance in one queue we use the AdminCC role for people
that MUST add information to a ticket, where in another queue we use
AdminCC as the person responsible for managing the ticket as it is
assigned different Owners.
The main problem is that even with adequate training and step-by-step
guides the roles can be confused, especially during ticket creation. I
would like to be able to customise the display of roles on the ticket
creation page depending on queue (eg instead of AdminCC, display Manager).
I could do something equivalent using custom fields and scrips, or using
a web form for ticket entry, but was wondering if it would be more or
less complicated to modify the ticket creation page, my preferred solution.
Has anybody had a similar requirement and if so how have you handled it?
In RT-3.6.0 we use the built-in roles for
different purposes depending on queue. For
instance in one queue we use the AdminCC role
for people that MUST add information to a
ticket, where in another queue we use AdminCC as
the person responsible for managing the ticket
as it is assigned different Owners.
The main problem is that even with adequate
training and step-by-step guides the roles can
be confused, especially during ticket creation.
I would like to be able to customise the display
of roles on the ticket creation page depending
on queue (eg instead of AdminCC, display
Manager).
I could do something equivalent using custom
fields and scrips, or using a web form for
ticket entry, but was wondering if it would be
more or less complicated to modify the ticket
creation page, my preferred solution.
Has anybody had a similar requirement and if so
how have you handled it?
In AssetTracker the roles code was rewritten
to support the creation of new roles. This
could be done for RT. I would only do it
if the code would be seriously considered
for RT core.
In AssetTracker the roles code was rewritten
to support the creation of new roles. This
could be done for RT. I would only do it
if the code would be seriously considered
for RT core.
-Todd
I would certainly find it a useful feature (along with finer grade ACLs,
while we’re talking feature requests).
In AssetTracker the roles code was rewritten
to support the creation of new roles. This
could be done for RT. I would only do it
if the code would be seriously considered
for RT core.
-Todd
I would certainly find it a useful feature
(along with finer grade ACLs, while we’re
talking feature requests).
Todd Chapman wrote:> On Mon, Jul 17, 2006 at 11:39:15AM +1000, taan wrote:
In AssetTracker the roles code was rewritten
to support the creation of new roles. This
could be done for RT. I would only do it
if the code would be seriously considered
for RT core.
-Todd
I would certainly find it a useful feature
(along with finer grade ACLs, while we’re
talking feature requests).
Finer grain ACLs?
Right to assign owner but not status, rights to modify custom fields by
role and per queue.
taan taan@cryologic.com 07/16/06 8:51 PM >>>
I could do something equivalent using custom fields and
scrips, or using a web form for ticket entry, but was
wondering if it would be more or less complicated to
modify the ticket creation page, my preferred solution.
Less complicated, I should think. That should be a very simple hack to Ticket/Create.html (and Update.html and others?, depending on whether or not you care if it still says “AdminCC” elsewhere).