Problem with ACL on Process Ticket

[dennysgm]

Hey guys

Here's my scenario... I have 4 ACLs working together, the first two of them check a DynamicField where the customer is suposed to choose the Department that will respond the ticket, and based on his selection hes gonna be able to pick only the Type (ie.: Incident, Service Request,...) that the choosen department is able to respond.

In a second moment comes the other two ACLs, where he gonna pick an available Ticket Type and only will see Services of that Type.

Everything works really fine when using Web Ticket, but for some reason when using Process Ticket the system ignores the first two ACLs, no matter what Department I pick in the DynamicField all Types of Tickets are displayed.

Any idea what's going on?

Thanks in advance

[otrsZeroCool]

hey man
can you give screenshots of each acl and put them in the correct order one by one? like a diagram

[dennysgm]

Sure, my system is in portuguese but I think you cant get the idea by the field names

ACL 1 and 2, filter the department




ACL 3 and 4, filter the services




Web ticket working



Process ticket issue

[otrsZeroCool]

thanks
first thing that i have noticed - we are talking about the process ticket and ACL - i do not see any "catching" of process id / activity id / activity dialog id - all these things should be in ACLs
could you please try that? since we need to CATCH maximum criterias in order to make ACL working, so when you give more conditions in your ACLs - the better it works

[dennysgm]

hmm I see... Im kinda new to the OTRS, but assuming the ACLs work for Web Ticket shouldnt it work the same way for the process ticket? I mean, the "second filter" (ACLs 03 and 04) works fine in both cases, the problem seems to be with the Dynamic Field or something related to it and only for process ticket.




Processo = Process Ticket
Centro de Custo = DynamicField
Tipo = Ticket Type
Serviço = Service

[otrsZeroCool]

i think once you create a proper acl for a process, you will get the idea how it works! so from your words it should look like this:
<acl>
<conditions>
-process ID check
-activity check (we know that one activity can have several activity dialogs)
-activity dialog check
-some dynamic field check
</conditions>

<action>
your actions
</action>
</acl>

[dennysgm]

Right, let me give a try then I post the results

[dennysgm]

No lucky, same problem.

The new ACL:


I dont know if it's relevant, but the system really seems to ignore the DynamicField in the Process Ticket. When I pick the Ticket Type I can see a quick animation in the Service Dropdown field, like the ACL is running the filter, the same animation dont happen in the Ticket Type when I choose the option in the DynamicField for the Process Ticket, but the animation happens when Im on the Web and Phone Ticket meaning the ACL works.

I dont know, there is anything I need to enable in the sysconfig to make the DynamicField readable for process ticket?

[otrsZeroCool]

process id -> activity id -> activity dialog id = success

[dennysgm]

Still the same error

[dennysgm]

I also tried to set the ACL in the Config.pm file

This way works fine in the Web and Phone Ticket, but not in the in the Process Ticket

Code: Select all

$Self->{TicketAcl}->{'001-ACL-CentroCustoTI'} = {
    Properties => {
        DynamicField => {
	    DynamicField_centrocusto => ['TI-RJ'],
	}
    },
    Possible => {
        Ticket => {
	    Type => ['Incidente', 'Requisição de Serviço TI'],
    },
  },
};

Made this to adapt to Process but still not work

Code: Select all

$Self->{TicketAcl}->{'001-ACL-CentroCustoTI'} = {
    Properties => {
        Process => {
            ProcessEntityID        => ['Process-01b2b63ce6c77173d96f3cbe2218d0c7'],
            ActivityEntityID       => ['Activity-5b63365b1087f6956212d4e73182b9e1'],
            ActivityDialogEntityID => ['ActivityDialog-1c1712ea1a2aa7ed6e8b7d44a5d42e0a'],
        },
	DynamicField => {
	    DynamicField_centrocusto => ['TI-RJ'],
	}
    },
    Possible => {
        Ticket => {
	    Type => ['Incidente', 'Requisição de Serviço TI'],
    },
  },
};

Any ideas what Im doing wrong?

[root]

Looks fine so far for me, but I remeber there was a bug: https://bugs.otrs.org/show_bug.cgi?id=12110
but this one should be fixed in your version. Can you double check your version?

[dennysgm]

Looks fine so far for me, but I remeber there was a bug: https://bugs.otrs.org/show_bug.cgi?id=12110
but this one should be fixed in your version. Can you double check your version?

I'm using the version 5.0.16