[rt-users] customising the display of roles

Todd Chapman todd at chaka.net
Sun Jul 16 21:21:56 EDT 2006

On Mon, Jul 17, 2006 at 10:51:14AM +1000, taan wrote:
> 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.


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