ACL Issue Post v5 Update

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retro2707
OTRS wizard
Posts: 125
Joined: 16 Apr 2014, 17:06
OTRS Version?: 5.0.14

ACL Issue Post v5 Update

Post by retro2707 » 20 Oct 2016, 13:59

Hi,

Since I have upgraded to the latest v5 OTRS from v4 I have had an issue with the ACL's working. See below. What am I doing wrong here? Any ideas? The ticket is in 3rd line and I am a member of Role 3rd Line, but I dont get the Close option in the ticket. If i disable the rules I have the close option. I took this from the ZZZACL.pm file although we use the GUI for our rules.

Thanks.

Code: Select all

$Self->{TicketAcl}->{'a - Default lockdown for Tech centre'} = {
  'Possible' => {},
  'PossibleAdd' => {},
  'PossibleNot' => {
    'Action' => [
      'AgentTicketClose'
    ]
  },
  'Properties' => {
    'User' => {
      'Role' => [
        '2nd Line',
        'Service Desk',
        'IT Manager',
        '3rd Line'
      ]
    }
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

Code: Select all

$Self->{TicketAcl}->{'c - Tech Centre Post Catagorization'} = {
  'Possible' => {},
  'PossibleAdd' => {
    'Action' => [
      'AgentTicketClose'
    ]
  },
  'PossibleNot' => {},
  'Properties' => {
    'Queue' => {
      'Name' => [
        '3rd Line'
      ]
    }
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => '1'
};
Setup:
OTRS 5.0.14 - KIX4OTRS 8.0.11
Hosted on CentOS 6.5/ MySQL (5.1.73)

retro2707
OTRS wizard
Posts: 125
Joined: 16 Apr 2014, 17:06
OTRS Version?: 5.0.14

Re: ACL Issue Post v5 Update

Post by retro2707 » 25 Oct 2016, 10:17

Hi,

Can I provide any more information to you to help troubleshoot this? We want to get the system upgraded but we need this sorting before we go live.

Thanks a lot,

Brendan
Setup:
OTRS 5.0.14 - KIX4OTRS 8.0.11
Hosted on CentOS 6.5/ MySQL (5.1.73)

Charmacas
OTRS wizard
Posts: 103
Joined: 18 Jan 2016, 10:27
OTRS Version?: 5.0.26 on Debian 8

Re: ACL Issue Post v5 Update

Post by Charmacas » 25 Oct 2016, 22:01

You're using roles for denying and queues for allowing.

May that be the problem?

wurzel
OTRS guru
Posts: 2380
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: ACL Issue Post v5 Update

Post by wurzel » 26 Oct 2016, 10:57

Hi,

the PossibleNot denies it for the Roles in the first ACL.


You have to use the Properties section of the second with
Properties
Role xyz
Queue 3rd Line

Possible Add


Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    retro2707
    OTRS wizard
    Posts: 125
    Joined: 16 Apr 2014, 17:06
    OTRS Version?: 5.0.14

    Re: ACL Issue Post v5 Update

    Post by retro2707 » 26 Oct 2016, 13:54

    I have tried it like you mentioned and no change.

    Just to keep things simple I tried the following 2 acls. These work as expected (Ticket type incident is shown) on v4 but dont work on v5 (Type incident is hidden).

    Code: Select all

    $Self->{TicketAcl}->{'y - PossibleNot'} = {
      'Possible' => {},
      'PossibleAdd' => {},
      'PossibleNot' => {
        'Ticket' => {
          'Type' => [
            'Incident'
          ]
        }
      },
      'Properties' => {},
      'PropertiesDatabase' => {},
      'StopAfterMatch' => 0
    };
    

    Code: Select all

    $Self->{TicketAcl}->{'z - PossibleAdd'} = {
      'Possible' => {},
      'PossibleAdd' => {
        'Ticket' => {
          'Type' => [
            'Incident'
          ]
        }
      },
      'PossibleNot' => {},
      'Properties' => {},
      'PropertiesDatabase' => {},
      'StopAfterMatch' => 0
    };
    
    The issue seems to be with"possiblenot" I cannot get the items to appear again with "possibleadd" when using v5. Other types of ACL's work fine in v5 however.

    I have checked with the documentation and it seems to indicate it should work the same way in v5... Can anyone else confirm this problem? Im starting to think this is a bug.

    Thanks for your help so far.
    Setup:
    OTRS 5.0.14 - KIX4OTRS 8.0.11
    Hosted on CentOS 6.5/ MySQL (5.1.73)

    Charmacas
    OTRS wizard
    Posts: 103
    Joined: 18 Jan 2016, 10:27
    OTRS Version?: 5.0.26 on Debian 8

    Re: ACL Issue Post v5 Update

    Post by Charmacas » 26 Oct 2016, 17:32

    I have an ACL working which denies a status and after that adding it back to the wanted Roles. So in my case it works fine.

    Which version do you exactly use?

    retro2707
    OTRS wizard
    Posts: 125
    Joined: 16 Apr 2014, 17:06
    OTRS Version?: 5.0.14

    Re: ACL Issue Post v5 Update

    Post by retro2707 » 27 Oct 2016, 08:53

    Hi,

    See versions below:
    5.png
    You do not have the required permissions to view the files attached to this post.
    Setup:
    OTRS 5.0.14 - KIX4OTRS 8.0.11
    Hosted on CentOS 6.5/ MySQL (5.1.73)

    retro2707
    OTRS wizard
    Posts: 125
    Joined: 16 Apr 2014, 17:06
    OTRS Version?: 5.0.14

    Re: ACL Issue Post v5 Update

    Post by retro2707 » 27 Oct 2016, 14:02

    I believe i have identified this as an issue with Kix. I have emailed their support and will let you know what I find out.
    Setup:
    OTRS 5.0.14 - KIX4OTRS 8.0.11
    Hosted on CentOS 6.5/ MySQL (5.1.73)

    DavidB
    OTRS newbie
    Posts: 18
    Joined: 11 Sep 2017, 21:42
    OTRS Version?: 5.0.23
    Real Name: David Bénicy
    Company: Université de Sherbrooke

    Re: ACL Issue Post v5 Update

    Post by DavidB » 26 Jan 2018, 18:59

    Hi retro2707,

    Did you get any feed back? We are currently experiencing the exact same situation after an update to OTRS v5.

    Thank you

    DavidB
    OTRS newbie
    Posts: 18
    Joined: 11 Sep 2017, 21:42
    OTRS Version?: 5.0.23
    Real Name: David Bénicy
    Company: Université de Sherbrooke

    Re: ACL Issue Post v5 Update

    Post by DavidB » 06 Feb 2018, 20:05

    The response from KIX was as follow :
    the bug is still in the analysis.
    Please disable the sysconfig key "Ticket::ACL-PossiblePropertiesSubsumption" and try again.

    Disabling the configuration did fix this situation in our case.

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