ACl cyrillic

[Lubomirsb]

Hello !
We are using cyrillic names for queues but they seems not to work in ACL ?
Is there any solution to this problem ?
Thanks !

[yuri0001]

Hi!
In my installation ACL works with cyrillic Queue names (russian) well. All interface also cyrillic.

[Lubomirsb]

Hi!
In my installation ACL works with cyrillic Queue names (russian) well. All interface also cyrillic.

Well this do not work

Code: Select all

    $Self->{TicketAcl}->{'ACL-Name-2'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Queue => ['Оферти'],
                Priority => ['5 very high'],
            }
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Queue => ['Инсталации'],
            },
        },
    };

and this works fine

Code: Select all

    $Self->{TicketAcl}->{'ACL-Name-2'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Queue => ['Junk'],
                Priority => ['5 very high'],
            }
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Queue => ['Raw'],
            },
        },
    };

Maybe its the encoding in Config.pm ?

[yuri0001]

There - one of my ACL.

ACL with cyrillic Queue.png

I have about 10 such ACL with various cyrillic Queue names and it work fine.
Check your Queue names carefully, may be some symbol wrong. ACL not check correctness of writing names or having them in your system.

[Lubomirsb]

Hm strange .. someone with idea of what might be the solution ?

[yuri0001]

1. You check your data while creating ticket or ticket in database? - if from database - you need Propertis Database sentense
2. Check Queue names - is they correct?
3. Try to use QueueID instead of Queue name.
I don't know any other ways, sorry.

[xax0]

Lubo, it will be good if you post your OTRS version, DB and OS version, so we can at least have an idea of your environment.

ACL's in OTRS 3.3 and above are much more easier to configure through the GUI.

[Lubomirsb]

OTRS 3.2.9
Mysql 5.1.71
CeontOS 6.5

I am adding the ACLs in the Config.pm (I didnt know that there is a GUI in 3.3 but i think its the same ?)

What did you mean by using the queue id instead of name ? Is this possible ?

[xax0]

Yes exactly, the ACL GUI is the new interface for the ACL's (much easier to use).

Queue ID is a number (integer) in your DB that identifies the Queue and is used for relations in the OTRS DB.

Try browsing your DB with PHPMyAdmin or similar tool.

View the attachment, that's the default Queue table (browse to OTRSDB > Public > queue table [it may be different with you, as I use Postgre]) and the default queues that come by default with OTRS.

[Lubomirsb]

Yes exactly, the ACL GUI is the new interface for the ACL's (much easier to use).

Queue ID is a number (integer) in your DB that identifies the Queue and is used for relations in the OTRS DB.

Try browsing your DB with PHPMyAdmin or similar tool.

View the attachment, that's the default Queue table (browse to OTRSDB > Public > queue table [it may be different with you, as I use Postgre]) and the default queues that come by default with OTRS.

Thank you for the information ! I found the ID (i could find it before too) but i dont know where to use this id ...properly. How do you use QueueID in the ACL GUI ?

[yuri0001]

Code: Select all

Ticket => {
                Queue => ['Junk'],

replace with

Code: Select all

Queue => {
            QueueID  => ['some id'],

And read carefully manual - http://doc.otrs.org/3.3/en/html/customi ... -reference
Try it.

[Lubomirsb]

Code: Select all

Ticket => {
                Queue => ['Junk'],

replace with

Code: Select all

Queue => {
            QueueID  => ['some id'],

And read carefully manual - http://doc.otrs.org/3.3/en/html/customi ... -reference
Try it.

I did that already. Maybe the problem is in the result. Maybe i am confused about what it should be.

Ok this is my ACL (the working example)

Code: Select all

# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Queue => ['Junk'],
            Priority => ['5 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            Queue => ['Raw'],
        },
    },
};

The outcome
http://prikachi.com/images.php?images/761/7192761S.png

And this is the NOT working example

Code: Select all

# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Queue => ['Junk'],
            Priority => ['5 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Queue => {
            QueueID => ['25'],
        },
    },
};

The outcome
http://prikachi.com/images.php?images/768/7192768w.png

I am doing something wrong and i dont know what , tnx for the help really

[yuri0001]

May be I was wrong with QueueID.
As I understood from your screenshots you want to limit Queue list in Move action?
If you want your ACL being work only for this action you need to add in Properties:

Code: Select all

Frontend => {
            Action => ['AgentTicketMove'],

and then Ticket...Queue...
But it no sense for your first question about cyrillic names of Queues.
I don't undestand what's matter!

[Lubomirsb]

May be I was wrong with QueueID.
As I understood from your screenshots you want to limit Queue list in Move action?
If you want your ACL being work only for this action you need to add in Properties:

Code: Select all

Frontend => {
            Action => ['AgentTicketMove'],

and then Ticket...Queue...
But it no sense for your first question about cyrillic names of Queues.
I don't undestand what's matter!

In the first screenshot (the working one) everythings is fine, but we use cyrillic names for queues. So if I use cyrillic name for a queue this will not work. So when i said QueueID i thought that i can use the ID of the queue instead of the name so the problem will be solved.
I think that the examples you gave me should work ... maybe i make the mistake somewhere else.

[crythias]

Ticket -> QueueID not Queue -> QueueID

[Lubomirsb]

Ticket -> QueueID not Queue -> QueueID

I fixed it but still not working .

Code: Select all

# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Queue => ['Junk'],
            Priority => ['5 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            QueueID => ['25'],
        },
    },
};

Where i can find all the variables for Ticket ? Is there QueueID for Ticket ?

[yuri0001]

I gave you a link above http://doc.otrs.org/3.3/en/html/customi ... -reference

[crythias]

oops. sorry. you're right. I was on my tablet...
Although Possible isn't allowing Queue => QueueID from the documentation. (At least, not explicitly shown).

[crythias]

Just ... a second...

What are you trying to do and ... why aren't you using groups to do it?

The current example says if the current queue is Junk and the Priority is 5 very high, then filter the available queues ...
OK..

Please describe "not working" in terms that can be fixed. Can you show/screenshot that the current queue is junk and the priority is 5, then show that only one queue is listed? If so, then it works. If not, what would it show?

[crythias]

Also, the code appears to be a bit flexible in allowing Ticket->QueueID or Queue->QueueID (at least ... it seems that way)

[Lubomirsb]

Just ... a second...

What are you trying to do and ... why aren't you using groups to do it?

The current example says if the current queue is Junk and the Priority is 5 very high, then filter the available queues ...
OK..

Please describe "not working" in terms that can be fixed. Can you show/screenshot that the current queue is junk and the priority is 5, then show that only one queue is listed? If so, then it works. If not, what would it show?

What i am trying to do is learing ACL because i am going to need it later. In this case if the ticket is already in the Junk queue and its priority is "5 very high" there should be only 1 queue to be available to move that ticket in.
Ok i will demonstrate you.
1. Queue -> Junk
2. Ticket Priority -> 5 very high

With the example from the OTRS page its working (when i am using non cyrillic)
the result : I can move that ticket only to the queue Raw !
http://prikachi.com/images/761/7192761S.png

Ok , i want to do the same thing but with queue ID because i cant do it with Cyrillic name , its also not working.
http://prikachi.com/images/768/7192768w.png

See there is nothing filtered, it displays all the queues that i have access to.

Proof.
http://prikachi.com/images/435/7193435v.png

And the code

Code: Select all

# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Queue => ['Junk'],
            Priority => ['5 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Queue => {
            QueueID => ['2'],
        },
    },
};

In the database "2" is the Raw queue.

[crythias]

Yes, I see. QueueID definitely isn't in the documentation to use for Possible and it doesn't appear to be obeyed either.

[Lubomirsb]

Yes, I see. QueueID definitely isn't in the documentation to use for Possible and it doesn't appear to be obeyed either.

That explains a lot. Well maybe i should upgrade OTRS ? Yuri told that he can use cyrillic queue names. I cant think of something else ?

[crythias]

I can only think there's a collation problem but ... I can't tell from here. I could probably try to test QueueIDs with a code change, but I don't have time to do that right now.

[Lubomirsb]

I can only think there's a collation problem but ... I can't tell from here. I could probably try to test QueueIDs with a code change, but I don't have time to do that right now.

Ok thank you ! I will continue to try something.