Different Ticket type lists

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umbertobernardi
Znuny newbie
Posts: 9
Joined: 16 Jan 2018, 18:14
Znuny Version: OTRS free 5

Different Ticket type lists

Post by umbertobernardi »

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
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Re: Different Ticket type lists

Post by root »

Hi,

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

- Roy
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umbertobernardi
Znuny newbie
Posts: 9
Joined: 16 Jan 2018, 18:14
Znuny Version: OTRS free 5

Re: Different Ticket type lists

Post by umbertobernardi »

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
Znuny newbie
Posts: 9
Joined: 16 Jan 2018, 18:14
Znuny Version: OTRS free 5

Re: Different Ticket type lists

Post by umbertobernardi »

Just an Hint,
I think my acl is not workig because is not matching the user group ...
root
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Posts: 3931
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Znuny Version: Znuny and Znuny LTS
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Re: Different Ticket type lists

Post by root »

Hi,

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

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
umbertobernardi
Znuny newbie
Posts: 9
Joined: 16 Jan 2018, 18:14
Znuny Version: OTRS free 5

Re: Different Ticket type lists

Post by umbertobernardi »

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
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root
Administrator
Posts: 3931
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Different Ticket type lists

Post by root »

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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
umbertobernardi
Znuny newbie
Posts: 9
Joined: 16 Jan 2018, 18:14
Znuny Version: OTRS free 5

Re: Different Ticket type lists

Post by umbertobernardi »

Thank you for clarification
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