ACL State OTRS 3.1 fail

[miguelmz]

Hi

first excuse me by my poor english.

I'm working on the development of workflows in the new otrs. I had experience of how to do it in 3.0.11 modifying the config.pm. We had a running workflow but the update does not work, from the agent when selecting the next state, the state selection by changing the following acl directly as if it origined from the state we want to put.

For example:

Workflow Incident

State:
Open
-> Served
-----> Execution
----------------> Closed
-> Lack information
-----> Open (return to Open)



If my ticket is Open, I should see only available Served and lack information (This part works). I select Served and should continue to be available only Served and lack of information in the case of press the dropdownlist. However, jumps to the next acl and displays only Execution.

my code:

Code: Select all

        #  open => { Served , Lack of information }
        # ------------------------------------------------------------------------------

        $Self->{TicketAcl}->{'ACL1'} = {

        #  match properties
        Properties => {

                                # current ticket match properties
                                User => {
                                        Group_rw => ['Grupo Agent'],
                                        },
                                State => {
                                        Name => ['open'],
                                                  }
                      },

        # return possible options (white list)
        Possible => {

                                # possible ticket options (white list)
                                Ticket => {
                                        State => ['Served','Lack of information'],
                                                  }
                    }
        };

        #  Served => { Execution }
        # -----------------------------------------------------------------------------

        $Self->{TicketAcl}->{'ACL2'} = {

        #  match properties
        Properties => {

                                # current ticket match properties
                                User => {
                                        Group_rw => ['Grupo Agent'],
                        },
                                State => {
                                        Name => ['Served'],
                                                  }
                      },

        # return possible options (white list)
        Possible => {

                                # possible ticket options (white list)
                                Ticket => {
                                        State => ['Execution'],
                                                  },
                    },
        };
}

Someone else has had this problem?

Thx
Miguel.

[miguelmz]

I have been researching and have found what is causing this behavior of the acl.

within AgentTicketCompose.dtl, there is an event when it selects a new state

Code: Select all

<script type="text/javascript">//<![CDATA[
    $('#StateID').bind('change', function (Event) {
    Core.AJAX.FormUpdate($('#ComposeTicket'), 'AJAXUpdate', 'StateID', [ $Data{"DynamicFieldNamesStrg"} ]);
});
]]>
</script>

I understand this is forcing reload the page and for some reason takes the role of new status as the current state and jumps to the next acl

at first I tried to delete this event and it works, but then it records the state selected.

Any idea

Thx

[miguelmz]

anyone else have this problem?

[joserribeiro26]

I have this problem !

[joserribeiro26]

I solve.

In file /opt/otrs/Kernel/System/Ticket.pm

Coment the lines.



# if ( !$StateList{ $State{ID} } ) {
# $Self->{LogObject}->Log(
# Priority => 'notice',
# Message => "Permission denied on TicketID: $Param{TicketID} / StateID: $State{ID}!",
# );
# return;
# }

[joserribeiro26]

Coment this AgentTicketCompose.dtl

#<script type="text/javascript">//<![CDATA[
# $('#StateID').bind('change', function (Event) {
# Core.AJAX.FormUpdate($('#ComposeTicket'), 'AJAXUpdate', 'StateID', [ $Data{"DynamicFieldNamesStrg"} ]);
# });
#//]]></script>

[miguelmz]

Hi, thx for reply.

I'll have to try it thank you very much.
unfortunately in his day had to skip this version and begin production¡ with the 3.0 for this reason . At that time I was much a rookie, I will look to see if I can stick it to a new customer , thx!

Regards.