Different Ticket type lists

Moderator: crythias

umbertobernardi
OTRS newbie
Posts: 8
Joined: 16 Jan 2018, 18:14
OTRS Version?: OTRS free 5

Different Ticket type lists

Postby umbertobernardi » 16 Jan 2018, 18:49

Dear all,
I 'm succesfully using otrs in my IT department and another department ask if they can use our instance too

I've created users, grups, queue, addresses ecc and all permissions are working well except for one thing...

I setup the ticket type list for use by IT department so the list contain : software, hardware, network, ecc


the oher departmet is our Electrical maintenance so they need different ticket type.

How can I setup different list based on queue or groups?


Thank you

root
Moderator
Posts: 1075
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Different Ticket type lists

Postby root » 16 Jan 2018, 19:31

Hi,

Just add all types and use ACLs to match each departments needs.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

umbertobernardi
OTRS newbie
Posts: 8
Joined: 16 Jan 2018, 18:14
OTRS Version?: OTRS free 5

Re: Different Ticket type lists

Postby umbertobernardi » 17 Jan 2018, 10:21

hello,
I tried with ACL but I think I'm not undestanding well the manual since is not working :-)

my type list should be something like this:

hardware, software, network, lighting, factory, machines

The group maintenance should see only "lighting, factory, machines" in type list

and the group IT only "hardware, software, network"


can you please help me with ACL?

umbertobernardi
OTRS newbie
Posts: 8
Joined: 16 Jan 2018, 18:14
OTRS Version?: OTRS free 5

Re: Different Ticket type lists

Postby umbertobernardi » 17 Jan 2018, 10:30

Just an Hint,
I think my acl is not workig because is not matching the user group ...

root
Moderator
Posts: 1075
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Different Ticket type lists

Postby root » 17 Jan 2018, 10:53

Hi,

Why don't share a screenshot of your ACL with us?

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

umbertobernardi
OTRS newbie
Posts: 8
Joined: 16 Jan 2018, 18:14
OTRS Version?: OTRS free 5

Re: Different Ticket type lists

Postby umbertobernardi » 17 Jan 2018, 15:46

Finally I successfully done the ACL, using this syntax

otrs.png


but is not working as I expect...

In ticket type list is filetring well, but all stats and graph are still showing all types.

there's a way to split otrs like multicompany software? I mean like an cloud instance... I think they have one otrs installed and multiple company using this installation
You do not have the required permissions to view the files attached to this post.

root
Moderator
Posts: 1075
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Different Ticket type lists

Postby root » 17 Jan 2018, 18:55

umbertobernardi wrote:but is not working as I expect...


But as designed.

umbertobernardi wrote:In ticket type list is filetring well, but all stats and graph are still showing all types.


Create separate stats and graphs, that's easy.

umbertobernardi wrote:there's a way to split otrs like multicompany software? I mean like an cloud instance... I think they have one otrs installed and multiple company using this installation


You think they have, but do they really do it this way? I would say no.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

umbertobernardi
OTRS newbie
Posts: 8
Joined: 16 Jan 2018, 18:14
OTRS Version?: OTRS free 5

Re: Different Ticket type lists

Postby umbertobernardi » 17 Jan 2018, 18:57

Thank you for clarification


Return to “Help”

Who is online

Users browsing this forum: No registered users and 8 guests

cron