studied RT (AKA "Request Tracker") and its model of roles a little

The wiki seems to be more useful than the book [link]. I added a few notes on the roles at the entry on the book here on the blog at http://blog-en.jochen.hayek.name/2013/05/oreilly-media-book-rt-essentials.html.

O'Reilly Media book: RT Essentials (RT AKA "Request Tracker")

• http://shop.oreilly.com/product/9780596006686.do
• en.wikipedia.org/wiki/Request_tracker
• http://wiki.bestpractical.com

Roles:

• http://requesttracker.wikia.com/wiki/Requestor (also spelt Requester in the context of this software) : The "Requester" of a Ticket is the person (or persons) that are waiting for the resolution of the issue. Not receiving Comments.
• http://requesttracker.wikia.com/wiki/CC : is like the Requestor in that they receive Correspondence but not Comments; might be a person outside the company.
• http://requesttracker.wikia.com/wiki/AdminCC : could be used for a manager, receives both Comment and Correspondence.
• http://requesttracker.wikia.com/wiki/Watcher : superset term for Requestors, Ccs and AdminCcs.
• http://requesttracker.wikia.com/wiki/Owner : responsible for making sure the issue addressed in the ticket is resolved

Correspondence vs. Comments:

• you can (if you may …) Reply to a ticket
• you can (if you may …) Comment on a ticket – see above, which roles do not get notified!

…

• A ticket gets requested (by the Requestor (surprise, surprise!!)),
• somebody takes it or steals it or gets it assigned to, so he is the Owner from then on. He can still "unown" the ticket by assigning it to "Nobody".