[Solved] ACL for empty value in properties

[juanman80]

Hi all,

We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value.

Our last config is like this:

Code: Select all

  ConfigChange:
    PossibleNot:
      Ticket:
        State:
        - closed successful
        - closed unsuccessful
  ConfigMatch:
    Properties:
      Frontend:
        Action:
        - AgentTicketPhone
      Service:
        ServiceID:
        - '[RegExp]^$'

We've also tried with these variants:

option a)

Code: Select all

      Service:
        ServiceID:
        - '[NotRegExp]^.+$'

option b)

Code: Select all

      Service:
        Name:
        - '[RegExp]^$'

option c)

Code: Select all

      Service:
        Name:
        - '[NotRegExp]^.+$'

We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. We're working on OTRS 5.0.15.
Could you help us? What are we missing?

Kind regards,

[juanman80]

Hi all,

in case anyone is wondering, I received a piece of advice (from lists.otrs.org) to try another approach: an initial ACL to forbid closing states on all tickets and a second ACL to allow closing states (via PossibleAdd) for those having a service. This works for existing tickets and for ticket creation forms as well.

Kind regards,