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=head1 Roles in RT
RT comes with several standard roles that define a user's relationship with
a ticket. These core roles are Requestor, Cc, Owner, and AdminCc, and you
can see them on tickets in the People section. Assets also have roles that
define a user's relationship with a particular asset with Owner, Held By,
and Contact.
These roles are very useful for recording who asked for something
(the Requestor) and who needs to take care of it (the Owner), for
determining who should get notifications on a ticket from updates
(replies and comments), and also for adding rights. But sometimes the default
roles aren't enough and you'd like to add more. Custom roles allow you to
do just that. You can create your own roles that work just like RT's
built-in roles and selectively apply them to queues and catalogs.
=head1 A Quick Example
Tickets can sometimes have several people associated with them, but in
different ways. For example, suppose an RT instance is managing questions
that come in from potential new customers and the tickets initial go to a
Sales Rep, who becomes the Owner. If the Sales person needs some extra technical
information, they might assign the ticket to an Engineer by re-setting the
Owner. This all works well until the Engineer answers the question and wants
to set Owner back to the Sales person so they know the ticket is theirs
again. Who was the Sales person?
Of course it's all recorded in the ticket history, so the Engineer can go
find the Sales person there. But custom roles allow you to now create
Sales and Engineer roles on the ticket that will record each person
throughout the life of the ticket. The participants can switch Owner back
and forth to make it clear who should work on the ticket, but they
retain their relationship with the ticket in the Sales and Engineer
roles. This also allows you to create searches, set rights, and set
notifications using these custom roles as well.
=head2 Creating a New Custom Role
To create a new custom role, go to Admin > Custom Roles > Create. Here, you
have the option to give it a Name, a Description, and an Entry Hint. The
Name field must be unique, the other fields are optional.
Below these fields is a checkbox to allow multiple users to be assigned to this
custom role on a ticket or asset. This works well if you have a role
"Supervisors", for example, where more than one user might be assigned. In other
cases you may want to restrict the role to just one user, like the Owner role.
Either way, once the custom role is created, you can't change this multiple user
option. If your needs change, you can always create a new custom role.
=for html <img alt="Create a Custom Role"
src="images/customroles-create-a-customrole.png">
=for :text [Create a Custom Role F<docs/images/customroles-create-a-customrole.png>]
=for :man [Create a Custom Role F<docs/images/customroles-create-a-customrole.png>]
=head2 Enabling by Queue
After creating your new custom role, you need to apply it to a queue or catalog for
it to appear. Go to Admin > Custom Roles > [select the role] > Applies to, and you
can select which objects the custom role should apply to.
=for html <img alt="Apply Custom Role to Queue"
src="images/customroles-apply-to-queue.png">
=for :text [Apply Custom Role to Queue F<docs/images/customroles-apply-to-queue.png>]
=for :man [Apply Custom Role to Queue F<docs/images/customroles-apply-to-queue.png>]
=head2 Applying Rights to Specific Roles
RT allows you to grants rights on users, groups, and roles like Owner and
Requestor. The same options apply to your new custom roles and they will now show up
on the rights pages under the core RT roles. As with standard RT roles, any rights
granted on a role apply to a user when they are in that role, but are removed
when the user is no longer in that role.
This is useful, for example, if you have a "QA Manager" role and only they can
modify a ticket when it is in the "QA review" status. You can assign
ModifyTicket to that role, and if you have different QA Managers, only the one
assigned to "QA Manager" on a given ticket can modify it.
=head2 Assigning Users to a Custom Role
Your new custom role will also show up in all of the places you are used to
seeing standard roles like Requestor and Owner including on the create ticket
page and in the People section on a ticket.
To assign a user to a custom role on an existing ticket, go to the ticket
display page and click on People. As with existing roles, you can
search for a user or group to add it, or remove existing ones. For new
tickets, the custom roles appear on the ticket create page below
the default RT roles: Requestors, Cc, AdminCc.
=for html <img alt="Assign Custom Role on Ticket Create"
src="images/customroles-assign-on-ticket-create.png">
=for :text [Assign Custom Role on Ticket Create F<docs/images/customroles-assign-on-ticket-create.png>]
=for :man [Assign Custom Role on Ticket Create F<docs/images/customroles-assign-on-ticket-create.png>]
Custom roles are also available as watchers on a queue at
Admin > Queues > [select queue] > Watchers. Here, you will see on the left-hand
side, all of the RT roles applied to the queue. You
can search for a user or group and assign them to your new custom role. As
a queue level custom role or watcher, the user will automatically be assigned as that
role on each new ticket created in the queue and also granted the same rights on
each of the tickets.
=head2 Sending Notifications
Since your new roles are custom, we don't have default notifications already set
up in RT, but you can create new scrips to send notifications to custom roles just
like RT's existing scrips. Starting in RT 4.4.2, you can easily copy an existing
"Notify" action and insert your custom role in place of Owner, Cc, Requestor, or
AdminCc.
=head2 Search Tickets by Custom Role
You can use RT's standard Query Builder to search for tickets with a custom role
assigned to a specific user or group. To view the available custom roles,
first add a queue to the query. After clicking on 'Add these terms', all
of the custom roles applied to that queue will be listed at the bottom of the Query
Builder criteria fields.
=for html <img alt="Search by Custom Role with Query Builder"
src="images/customroles-query-builder.png">
=for :text [Search by Custom Role with Query Builder F<docs/images/customroles-query-builder.png>]
=for :man [Search by Custom Role with Query Builder F<docs/images/customroles-query-builder.png>]
=cut
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