Change Priority from Invalid to Valid without using the web interface

[lpinho]

Hi,

the P1 priority is hidden from most users because only tickets opened by calls are allowed to open a P1.
I would like to open tickets with P1 - Critical priority remotely.

I'm able to open tickets remotely using the generic interface, but it will still verify if P1 priority is available, or not.

So, I'm trying to enable P1 level of priority just before creating the ticket and then disable the P1.

I didn't found any documentation in the generic interface that allow to do this.

For testing purposes I also change the value of the valid_id to 1 in the database just to see if thats all it takes to make available, but its not enough.

So, what do I need to do to set the a priority to valid without using the web interface?

Thanks,

L. Pinho

[jojo]

Use ACL to hide the P1 Priority in the webinterface, so it will still work in the Generic Interface

[lpinho]

Use ACL to hide the P1 Priority in the webinterface, so it will still work in the Generic Interface

Hi,
I already tried to use ACLs to control this, but I wasn't able to find out how I could do this, I tried to restrict the P1 Agents only, and I didn't manage to find a way, I wasn't aware that I could apply ACLs and control what was being done over the Generic Interface.

Could you please point me where I can see documentation connecting priorities and ACLs?

Thanks

[jojo]

doc.otrs.org

[lpinho]

Really? Not even a chapter (I guess the ACL chapter, off course, how stupid of me)?

With that great and wonderful help, full of useful information, I will just emulate the GUI requests using web requests get the cookies from the login, then request the session information based on the cookie and then get the challenge token and change the valid_id.

Just trying to get the best information possible to make things correctly, not expecting a RTFM.

Thanks jojo, may God bless you, you're doing a great job

[jojo]

You should not apply ACLs via webservices.

set P1 to valid
Ressctrict the P1 possibilities in the needed webinterfaces via ACL
remove the P1 resctriction for certain agents (via group or role memhership) via ACL
so the Generic Interface can be used to set the P1