I think that the problem I see is that the Watcher Roles do two things - they mean that people get certain email notifications and they also provide a mechanism for rights application. If one needs/wants to keep these separate, it can be confusing. For example, if you want some people to get email about a certain Queue/Ticket, a CC or AdminCC Right is useful but if you also apply Rights through these Roles, it's a problem if you only want them to be able to look at the emails and not have any more Rights on the Queue/Ticket. My situation is more like this, I have one Queue per department and two groups per queue:
Queue x Group x Group x-ADMIN If a user is a member of Group x-ADMIN, they are also a member of Group x, to save duplication of Rights between these two groups. Group x-ADMIN has a few more rights on Queue x than Group x. So I rarely need permissions on the CC or AdminCC roles and was trying to work out how these Roles fit in to my schema. Group x has AdminCC on Queue x so all mail about all tickets is seen by all members of the group. In this scenario, applying the Rights through the AdminCC role and adding Group x to this role has the following consequences, it seems: If I need another Group y to have Rights on Queue x which differ from the Rights Group x has on Queue x, then there are two possible problems. 1. If Group y needs more Rights, these Rights have to be added to the Group y for Queue x, not on the AdminCC Role otherwise Group x gets them too. This defeats the object of applying the rights through the AdminCC Role and things start to get messy. 2. If Group y needs less Rights and Rights are applied through the AdminCC role of Queue x, this isn't possible. Applying the Rights directly to the Groups for Queue x means different groups can have different Rights on the Queue and if they both have the (Rights-less) AdminCC role too, they both get the emails. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html