[SOLVED]ACL - Hide field after first response

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solown
OTRS newbie
Posts: 29
Joined: 05 Nov 2018, 16:28
OTRS Version?: OTRS5

[SOLVED]ACL - Hide field after first response

Post by solown » 05 Mar 2019, 11:04

Hello,

I'm looking for an ACL to hide the field 'First Response Time' in Ticket Information after the first response on a ticket.

I'm kind of new with ACL and can't figure out how to find the right field (e.g : What's the name of FirstResponseTime for ACL)

Is it possible or it's just a wrong configuration of my queues and SLA ?


Regards,
Solown.
Last edited by solown on 05 Mar 2019, 14:52, edited 1 time in total.

RStraub
OTRS guru
Posts: 2162
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: ACL - Hide field after first response

Post by RStraub » 05 Mar 2019, 11:12

I think that's a calculated field and it should disappear if the SLA is properly configured. What is your first reply? Can you make sure it's an external visible article ?
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

solown
OTRS newbie
Posts: 29
Joined: 05 Nov 2018, 16:28
OTRS Version?: OTRS5

Re: ACL - Hide field after first response

Post by solown » 05 Mar 2019, 12:14

Hi,

Thanks for the help, the article wasn't external visible article.

I'm not using client side part of OTRS, is there a way to disable the 'Visible for customer' check box and always set article visibility by default ?

RStraub
OTRS guru
Posts: 2162
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: ACL - Hide field after first response

Post by RStraub » 05 Mar 2019, 12:54

Check this sysconfig setting:

Code: Select all

Ticket::Frontend::AgentTicketNote###IsVisibleForCustomerDefault
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

solown
OTRS newbie
Posts: 29
Joined: 05 Nov 2018, 16:28
OTRS Version?: OTRS5

Re: ACL - Hide field after first response

Post by solown » 05 Mar 2019, 14:52

I search IsVisibleForCustomerDefault and change 2 settings :

Code: Select all

Ticket::Frontend::AgentTicketEmailOutbound###IsVisibleForCustomerDefault 

Ticket::Frontend::AgentTicketClose###IsVisibleForCustomerDefault 

Thanks a lot for your quick response and your help.

Solown.

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