Relation Queue-Services

[gulas]

Hello,

New Problem appears to me .

I created 3 queues, and my customer can choose one of them when creating a ticket.
the problem is: Each queue has diferent services, and the customer see all services from the 3 queues.

how can i configure this ? the customer only see the right services for each queue.

thanks

[crythias]

http://forums.otrs.org/viewtopic.php?f=60&t=11235

[gulas]

thanks Crythias.. This is what i was looking for.

I try, but it is only working for the first queue. When i put second queue, it does nothing.

can you give an example with 2 diferent queue and services ? so i can know whats wrong with mt code.

thanks.

[crythias]

Code: Select all

$Self->{TicketAcl}->{'ACL-Plumbing-or-something-descriptive'} = 
{
                     # match properties
   Properties => {

        Queue => { Name => ['Plumbing', 'Optional::Other::SubQueue'], },
   },

   Possible => {
        Ticket => { Service  => ['toilet', 'sink', 'tub'],
                  },
   },
};
$Self->{TicketAcl}->{'ACL-Plumbing-or-something-descriptive#2'} = 
{
                     # match properties
   Properties => {

        Queue => { Name => ['Plumbing', 'Optional::Other::SubQueue'], },
   },

   Possible => {
        Ticket => { Service  => ['toilet', 'sink', 'tub'],
                  },
   },
};

[NickGnd]

Hi at all,
i did some test for understand the functioning of queue <-> services.


Two queues and for each queue one or two different services.
This is a part of my Config.pm and all works fine.

Code: Select all

 
$Self->{TicketAcl}->{'ACL-CustomerQueue'} =
	{
         # match properties
   	Properties => {
                Queue => { Name => ['CustomerQueue'], },
  	},
       Possible => {
        	Ticket => { Service  => ['TestService', 'Servizio2'],
                  },
   		},
	};

   $Self->{TicketAcl}->{'ACL-Customer2'} =
	{
         # match properties
   	Properties => {
                Queue => { Name => ['Customer2'], },
  	},
       Possible => {
        	Ticket => { Service  => ['AltroServizio'],
                  },
   		},
	};

But I've a problem with the subqueues, I can't set the services to them.
I've created a subqueue of CustomerQueue called CustomerSubQueue.

I tried with this way but doesn't work:

Code: Select all

$Self->{TicketAcl}->{'ACL-CustomerQueue'} =
	{
         # match properties
   	Properties => {
                Queue => { Name => ['CustomerQueue' , 'Optional::Other::SubQueue'], },
  	},
       Possible => {
        	Ticket => { Service  => ['TestService', 'Servizio2'],
                  },
   		},
	};

or in this way but nothing, doesn't work:

Code: Select all

$Self->{TicketAcl}->{'ACL-CustomerQueue'} =
	{
         # match properties
   	Properties => {
                Queue => { Name => ['CustomerQueue' , 'Optional::Other::CustomerSubQueue'], },
  	},
       Possible => {
        	Ticket => { Service  => ['TestService', 'Servizio2'],
                  },
   		},
	};

and even in this way doesn't works:

Code: Select all

$Self->{TicketAcl}->{'ACL-CustomerSubQueue'} =
	{
         # match properties
   	Properties => {
                Queue => { Name => ['CustomerSubQueue'], },
  	},
       Possible => {
        	Ticket => { Service  => ['TestService', 'Servizio2'],
                  },
   		},
	};

If i select the queue "CustomerQueue" i can choose between "TestService" and "Servizio2" but if I select the subqueue "CustomerSubQueue" i can choose between all services associated at the user while I want to choose only between "TestService" and "Servizio2".


Any idea??
Thanks a lot.

[NickGnd]

Solved! I'm a stupid newbie!

An example

Code: Select all

$Self->{TicketAcl}->{'ACL-CustomerQueue'} =
	{
         # match properties
   	Properties => {

        	Queue => { Name => ['CustomerQueue' , 'CustomerQueue::CustomerSubQueue'], },
  	},

   	Possible => {
        	Ticket => { Service  => ['TestService', 'Servizio2'],
                  },
   		},
	};

In this way queue and subqueue allow to select only 'TestService' e 'Servizio2'.

Bye Bye!