Multiple ACLs causing issues.

[gavin1234]

I am trying to configure two ACLs to remove certain buttons from the AgentTicketZoom screen.

The two ACLs are:
-Hide Close button if the ticket is in the Raw Queue
-Hide Priority button for all tickets.


The problem I have is that the first ACL is matched and hides the 'close' button as expected.
But when the second ACL is matched the close button is marked as visible, even when I have not listed it in the Actions area of the second ACL.


Any help would be appreciated.
Thanks
Gavin


I have setup config.pm as below:

Code: Select all

        # Hide Close Button for all tickets located in the Raw Queue
	$Self->{TicketAcl}->{'2-ACL'} = {
        Properties => {
            Ticket => {
                Queue => ['Raw'],
            }
        },
        Possible => {
            Action => {
                AgentTicketClose => 0,
            },
        },
    };
	
      # Hide the priority button for all tickets!
      $Self->{TicketAcl}->{'3-ACL'} = {
        Properties => {
        },
        Possible => {
            Action => {
                AgentTicketPriority => 0,
            },
        },
    };

[crythias]

If you're hiding priority in general, you might try to turn it off in SysConfig.

[gavin1234]

Hi Crythias,

Thanks for your response, but although that may work for us, the above is more of an example about how the ACLs appear to be overwriting each over rather than combining.

E.G.
ACL-1 hides the 'Close' button & ACL-2 hides the 'Priority' button
Ideally if they both match, the outcome should be that both Close and Priority buttons are disabled.
However the actual outcome is that only the Owner button is disabled.

Gavin

[crythias]

However the actual outcome is that only the Owner button is disabled.

I hope you mean only the Priority button is disabled.

Assuming that you know this to be true: The last matched ACL wins (logical OR in ABC order of ACL).
Then it seems reasonable to arrange your ACL such that the last matched ACL rolls up what's expected.

First, address any global things. (Everyone can't click Priority)
Next, address specific things: Raw queue can't click closed. And can't click Priority.

Because, what *if* you wanted *only* that Raw can't click closed? If you merged all other applicable ACLs, you'd have to constantly address all the ACLs to account for every other ACL in your list.

[gavin1234]

Sorry, I did mean Priority in my previous post.

I agree that they should be processed in order, but would have thought that the Actions would 'sum up' as each ACL is processed.
I am more familiar with MS Group Policies where a user will receive a combination of settings from all policies which match them. If two policies configure the same setting the policy with the highest priority wins.

[MurugeshOTRS]

Hi,

I have a similar requirement where, I need to disable/remove the close button for a certain groups of users.
Kindly help as to how the same can be achieved from Admin panel.

Thanks in advance.

Regards,
Murugesh Anand

[RStraub]

Remove them for all and then re-add them for certain groups (AllowedAdd or something).