[SOLVED]ACL - Hide field after first response

[solown]

Hello,

I'm looking for an ACL to hide the field 'First Response Time' in Ticket Information after the first response on a ticket.

I'm kind of new with ACL and can't figure out how to find the right field (e.g : What's the name of FirstResponseTime for ACL)

Is it possible or it's just a wrong configuration of my queues and SLA ?


Regards,
Solown.

[RStraub]

I think that's a calculated field and it should disappear if the SLA is properly configured. What is your first reply? Can you make sure it's an external visible article ?

[solown]

Hi,

Thanks for the help, the article wasn't external visible article.

I'm not using client side part of OTRS, is there a way to disable the 'Visible for customer' check box and always set article visibility by default ?

[RStraub]

Check this sysconfig setting:

Code: Select all

Ticket::Frontend::AgentTicketNote###IsVisibleForCustomerDefault

[solown]

I search IsVisibleForCustomerDefault and change 2 settings :

Code: Select all

Ticket::Frontend::AgentTicketEmailOutbound###IsVisibleForCustomerDefault 

Ticket::Frontend::AgentTicketClose###IsVisibleForCustomerDefault 

Thanks a lot for your quick response and your help.

Solown.