ACL for specific queue

[majo053]

Hi all, I find ACL which define posible priority:

Code: Select all

[b] # ticket acl
    $Self->{TicketAcl}->{'ACL-Name-2'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Queue => ['Raw'],
            }
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Priority => ['Incident A'],
            },
        },
    };[/b]

I have in OTRS priority "Incident A" to "D", but I want show only Priority A for queue "Raw". Is this possible?

Thanks!

[majo053]

Anybody knows?

[jojo]

yes, this is possible

[majo053]

Please how? Many thanks

[jojo]

the ACL you wrote should work if the ticket is stored in the Queue Raw

[majo053]

How do ACL so that for a particular queue are displayed only states "Incident A" and "Incident B"? Let other projects are displayed all states.

I have states: Incident A, Incident B, Incident C, Incident D

[majo053]

This is for Agent ticket:

Code: Select all

$Self->{TicketAcl}->{'ACL-ABCD'} =
{
   Properties => {
        Queue => { Name => ['[RegExp]^QUEUE_NAME'] },
   },
   Possible => {
        Ticket => {
                Priority  => ['Incident A', 'Incident B' , 'Incident C', 'Incident D'],
              },
   },
};

How to do it for the customer please?

[majo053]

Code: Select all

$Self->{TicketAcl}->{'ACL-aaa'} = {
        Properties => {
                CustomerUser => {
                        Group_rw => [ '[RegExp]^Company group', ],
                        },
                },
        Possible => {
        Ticket => {
                Priority  => ['Incident D'],
                },
        },
};

[Misfitz]

Hello,

I have a Problem with this code.

Why does this code not work for the highlighted Acl? The first Acl works fine.

$Self->{TicketAcl}->{'ACL-ABCD'} =
{
Properties => {
Queue => { Name => ['[RegExp]^QUEUE_NAME'] },
},
Possible => {
Ticket => {
Priority => ['Incident A', 'Incident B' , 'Incident C', 'Incident D'],
},
},
};
$Self->{TicketAcl}->{'ACL-DCBA'} =
{
Properties => {
Queue => { Name => ['[RegExp]^QUEUE_NAME1'] },
},
Possible => {
Ticket => {
Priority => ['Incident E', 'Incident F' , 'Incident G', 'Incident H'],
},
},
};

[micshi]

You have logical mistakes. The first ACL is always the first to be matched.

You should move the hilighted ACL to top!

[Misfitz]

Is this so because the Queue's or the Priority?

[micshi]

Both of your queue names have the same prefix 'QUEUE_NAME*', so your hilighted ACL will never get chance to match.

[Misfitz]

This is the Real Code. And the Queues are not similar.

$Self->{TicketAcl}->{'ACL-IT::Software'} =
{
Properties => {
Queue => { Name => ['[RegExp]^IT::Software'] },
},
Possible => {
Ticket => {
TicketFreeKey2 => ['Abhilfe/Workaround'],
TicketFreeText2 => ['Hilfe am Telefon', 'Hilfe per TeamViewer'],
TicketFreeKey5 => ['Code'],
TicketFreeText5 => ['5000 - IT intern (nicht verwenden)'],
},
},
};

$Self->{TicketAcl}->{'ACL-Reklamation'} =
{
Properties => {
Queue => { Name => ['[RegExp]^Reklamation::Telefon'] },
},
Possible => {
Ticket => {
TicketFreeKey2 => ['Abhilfe/Workaround'],
TicketFreeText2 => ['Gutschein', 'Ausgang Kunden-Email / Brief', 'Korrekturrechnung'],
TicketFreeKey5 => ['Code'],
TicketFreeText5 => ['4000 - Technik im Fahrzeug'],
},
},
};

[micshi]

Properties => {
Queue => { Name => ['[RegExp]^IT::Software'] },
},

The above should be changed like following:

Properties => {
Ticket => {
Queue => ['[RegExp]^IT::Software'],
},
},

[Misfitz]

Thank you.

And the Second??

Can u explain me why this is so?

[micshi]

You also need to modify the second one.

You ACL have syntax mistakes.

[Misfitz]

Sorry, i don't know what you mean.

This Part works fine:

$Self->{TicketAcl}->{'ACL-IT::Software'}=
{
Properties => {
Ticket => {
Queue => ['[RegExp]^IT::Software'],
},
},
Possible => {
Ticket => {
TicketFreeKey2 => ['Abhilfe/Workaround'],
TicketFreeText2 => ['Hilfe am Telefon', 'Hilfe per TeamViewer'],
TicketFreeKey5 => ['Code'],
TicketFreeText5 => ['5000 - IT intern (nicht verwenden)'],
},
},
};

But this Part doesn't work. It's only a copy of the first Acl with another Queue.

$Self->{TicketAcl}->{'ACL-Reklamation'}=
{
Properties => {
Ticket => {
Queue => ['[RegExp]^Reklamation::Telefon'],
},
},
Possible => {
Ticket => {
TicketFreeKey2 => ['Abhilfe/Workaround'],
TicketFreeText2 => ['Gutschein', 'Ausgang Kunden-Email / Brief', 'Korrekturrechnung'],
TicketFreeKey5 => ['Code'],
TicketFreeText5 => ['4000 - Technik im Fahrzeug'],
},
},
};

I don't understand why this not works.

[kprateesh]

For me its working fine. see any configuration issue

[andystar]

i think it's possible.

[Misfitz]

Hi,

the Problem is solved now.

It works fine now. I forgot a bracket