How To use ACL to show specific services for a Queue

[crythias]

This isn't mine, but it's been asked, so I'm placing it in HowTos for posterity.

Let's say you have different departmental queues. (Printing, Plumbing, Maintenance, Computers)

Your customers (employees?) might want to submit a request to Plumbing, but they have services attached like "Word", or "Monitor", or "Toilets". How do you make sure that the Plumbing people only get tickets for services related to Plumbing?
Make an ACL and place it in Config.pm:

Code: Select all

$Self->{TicketAcl}->{'ACL-Plumbing-or-something-descriptive'} = 
{
                     # match properties
   Properties => {

        Queue => { Name => ['Plumbing', 'Optional::Other::SubQueue'], },
   },

   Possible => {
        Ticket => { Service  => ['toilet', 'sink', 'tub'],
                  },
   },
};

Read more: http://doc.otrs.org/3.0/en/html/acl.html

[FiL]

Yes like this

Code: Select all

        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Queue => ['Raw'],
                Priority => ['5 very high'],
            }