Problems with ACL-Configuration

Moderator: crythias

Post Reply
fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Problems with ACL-Configuration

Post by fullhouse »

Hello,

we have an acl that forces agents to 'classify' (setting a type, service and SLA) a ticket before being able to work on it. The ACL looks like this:

Image

I'd like specific roles to be able to work on the ticket even if its not classified yet. This is how i configured the ACL:

Image

Sadly it is not working. Can anyone help me in figuring out what i did wrong here?
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Problems with ACL-Configuration

Post by wurzel »

Hi,

should work. Remember, they need to be in correct order.
First Deny, then Allow

Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- Ich beantworte keine Forums-Fragen PN - No PN please

I won't answer to unfriendly users any more. A greeting and regards are just polite.
fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Problems with ACL-Configuration

Post by fullhouse »

Thanks for the quick reply.

Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Problems with ACL-Configuration

Post by wurzel »

Hi,

try to remove the type unclassified in the possible add acl
Just do the role config there.

Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- Ich beantworte keine Forums-Fragen PN - No PN please

I won't answer to unfriendly users any more. A greeting and regards are just polite.
fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Problems with ACL-Configuration

Post by fullhouse »

I tried that too but it's still not working.
Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new ticket comes in?
RStraub
Znuny guru
Posts: 2210
Joined: 13 Mar 2014, 09:16
Znuny Version: 6.0.14
Real Name: Rolf Straub

Re: Problems with ACL-Configuration

Post by RStraub »

That is correct. A deployed ACL will "work" right away on all existing tickets.

Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Problems with ACL-Configuration

Post by fullhouse »

No I didn't use that user. Configuring ACL's has always been weird to me it seems like sometimes they just work at random. thanks a lot for the help though.
skullz
Znuny superhero
Posts: 618
Joined: 24 Feb 2012, 03:58
Znuny Version: LTS and Features
Real Name: Mo Azfar
Location: Kuala Lumpur, MY
Contact:

Re: Problems with ACL-Configuration

Post by skullz »

Try this

ACL001

Properties
- Type
-- Name
--- Unclassified

PossibleNot
- Ticket
-- State
--- closed successful


ACL002

Properties
- Type
-- Name
--- Unclassified

- User
-- Role
--- ABC

PossibleAdd
- Ticket
-- State
--- closed successful
Post Reply