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.
[SOLVED]ACL - Hide field after first response
Moderator: crythias
[SOLVED]ACL - Hide field after first response
Last edited by solown on 05 Mar 2019, 14:52, edited 1 time in total.
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- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: ACL - Hide field after first response
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
Re: ACL - Hide field after first response
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 ?
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 ?
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: ACL - Hide field after first response
Check this sysconfig setting:
Code: Select all
Ticket::Frontend::AgentTicketNote###IsVisibleForCustomerDefault
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: ACL - Hide field after first response
I search IsVisibleForCustomerDefault and change 2 settings :
Thanks a lot for your quick response and your help.
Solown.
Code: Select all
Ticket::Frontend::AgentTicketEmailOutbound###IsVisibleForCustomerDefault
Ticket::Frontend::AgentTicketClose###IsVisibleForCustomerDefault
Thanks a lot for your quick response and your help.
Solown.