Need to support standard WP User Roles

Overall I see a lot to like in this plugin, and would like to use it in my site. I appreciate the good job in developing a ticketing support tool.

HOWEVER, I believe you should adopt the WordPress standard way to manage user access and capabilities. Using WordPress built-in features, you should have custom WP user roles called Ticket_Agent, Ticket_Supervisor, and Ticket_Admin with the appropriate custom user capabilities (view, create, edit, delete, assign, change_raised_by etc).

This would enable site admin to manage user access in a consistent way for all users in the WP site, using very popular plugins such as User Role Editor, etc. Using a standard WP feature to mange user roles and capabilities (already well established since WP 2.0) also improves usability and security for site admins.

In addition, this would help eliminate bugs, such as the one that currently prevents this plugin from being used in multisite configurations. As of now, due to this bug, I cannot use this plugin on any of the several sites that I have which are on multisite servers – since I cannot create an agent or supervisor.

This also would eliminate much of the plugin code written to manage login, assigning Agent, Supervisor, Administrator roles to users, and assigning capabilities (assign ticket, delete, change) to Agents and Supervisors.

For more information see:

https://codex.wordpress.org/Roles_and_Capabilities
https://developer.wordpress.org/plugins/users/roles-and-capabilities/
https://managewp.com/blog/create-custom-user-roles-wordpress

• This topic was modified 6 years, 2 months ago by sgb02.