The role of roles in 4.4

In the release notes for RT 4.4.0, the concept of “roles” is brought up.
The note says:

  • RT now has support for custom roles, along the lines of Requestor,
    Owner,
    Cc, and AdminCc. These roles can be single-member or multi-member.
    Privileges can be assigned to members of custom roles, you can search
    based
    on custom role membership, you can notify custom role members in
    scrips, and so on.

This may be an obvious question to long-time users of RT, but what do roles
offer that groups don’t? That is, what is the advantage to setting up a
custom role over making a group? In either case you have users assigned
rights based on membership, whether to a group or a role. Thanks.

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Alex,
On the ticket, you have requestor, owner, cc and admincc as you pointed out. Those were the only options for assigning group rights until 4.4. You could create more groups, but the rights were assigned to the role so all groups in a role have the same rights. Does that make sense so far?

With 4.4, you can now create a role called (for instance) supervisor, and then a scrip that assigns a supervisor based on who makes the request. That supervisor could then be assigned rights to see the ticket, etc.

Imagine a ticket from an employee to fix a sink drain issue. You could also use a scrip to auto assign a maintenance supervisor to a role for whatever building the requestor is in. That supervisor could then be responsible to oversee the resolution and have different rights than the owner.

Lots of possibilities to imagine.

Best regards,

Stephen H. Switzer
voice: 585.298.9420 [ x7001 ]
cell: 585.202.8312
fax: 585.625.0020
email: steve@sbsroc.com
Technical Consultant & System Engineer

  • VMware VSP
  • Microsoft MCP, Desktop/Server

Switzer Business Solutions, LLC

web: www.SwitzerBusiness.Solutions
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  • Xorcom Certified DealerFrom: Alex Hall ahall@autodist.com
    Sent: Oct 11, 2016 9:55 AM
    To: rt-users
    Subject: [rt-users] The role of roles in 4.4

Alex Hall Wrote:

In the release notes for RT 4.4.0, the concept of “roles” is brought up.
The note says:

  • RT now has support for custom roles, along the lines of Requestor,
    Owner,
    Cc, and AdminCc. These roles can be single-member or multi-member.
    Privileges can be assigned to members of custom roles, you can search
    based
    on custom role membership, you can notify custom role members in
    scrips, and so on.

This may be an obvious question to long-time users of RT, but what do roles
offer that groups don’t? That is, what is the advantage to setting up a
custom role over making a group? In either case you have users assigned
rights based on membership, whether to a group or a role. Thanks.

A group membership gives permission 100% of the time.
A role membership gives permission only some of the time.

If you give permission to close a ticket only to Owner, but not to a group, then you can only close tickets you own. If you gave it to a group instead, then you could close any ticket, even ones you don’t own.

/jeff
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