Hide Lock option for certain users

[chrotha]

Hello everyone,

I've been trying to configure a way, that the Lock option, is only shown to some users.
I've already added the group permission, and it seemed to work fine, since only the users that had rw to the God Mode group, were the only ones that could see the option, but only on queues where they had RW permissions as well. If they tried to select the Lock option, on a queue where they didn't have the RW permissions, the option wasn't available for the,

2023-06-16_17-15.png

I want agents to be able to still, unlock tickets, using the Cancel and Close option, when they use the note menu, since the option Ticket::Frontend::AgentTicketNote###RequiredLock, is set to true.

I'm using otrs 6.0.29 and CentOS 8.

Thanks in advance

[root]

Hi,

Use an ACL to hide (or show) the ACL only to specific agents. But keep in mind that actions that have required lock enabled might lock the ticket too.
See the system configuration and search for ###RequiredLock to find them.

- Roy

[chrotha]

Hey Roy,

Thanks for the reply. Is it possible to hide only the button, without disabling the Action itself?

Thanks

[root]

Hi,

You could disable the system configuration Ticket::Frontend::MenuModule###100-Lock

- Roy

[chrotha]

Hi,

You could disable the system configuration Ticket::Frontend::MenuModule###100-Lock

- Roy

Hey Roy,
Once again, thank you for your replies.
I had this configuration set up previously, but it deactivates the lock option, for all agents. My current goal is to hide the button, so that it is only available, for certain agents. Is it possible to do such thing, through an ACL? Deactivating only the button, and not the action itself.

Thanks in advance.

[root]

I had this configuration set up previously, but it deactivates the lock option, for all agents. My current goal is to hide the button, so that it is only available, for certain agents. Is it possible to do such thing, through an ACL? Deactivating only the button, and not the action itself.

Hi,

See my reply above. ACL is possible but does not prevent locking by other menu actions.

- Roy