Problems with ACL-Configuration

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fullhouse
OTRS newbie
Posts: 20
Joined: 13 Sep 2018, 11:58
OTRS Version?: 6.0.12

Problems with ACL-Configuration

Post by fullhouse » 09 Jan 2019, 16:00

Hello,

we have an acl that forces agents to 'classify' (setting a type, service and SLA) a ticket before being able to work on it. The ACL looks like this:

Image

I'd like specific roles to be able to work on the ticket even if its not classified yet. This is how i configured the ACL:

Image

Sadly it is not working. Can anyone help me in figuring out what i did wrong here?

wurzel
OTRS guru
Posts: 2679
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Problems with ACL-Configuration

Post by wurzel » 09 Jan 2019, 19:29

Hi,

should work. Remember, they need to be in correct order.
First Deny, then Allow

Flo
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 7 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.

    fullhouse
    OTRS newbie
    Posts: 20
    Joined: 13 Sep 2018, 11:58
    OTRS Version?: 6.0.12

    Re: Problems with ACL-Configuration

    Post by fullhouse » 10 Jan 2019, 10:52

    Thanks for the quick reply.

    Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.

    wurzel
    OTRS guru
    Posts: 2679
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Problems with ACL-Configuration

    Post by wurzel » 10 Jan 2019, 13:11

    Hi,

    try to remove the type unclassified in the possible add acl
    Just do the role config there.

    Florian
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
      OTRS 7 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.

      fullhouse
      OTRS newbie
      Posts: 20
      Joined: 13 Sep 2018, 11:58
      OTRS Version?: 6.0.12

      Re: Problems with ACL-Configuration

      Post by fullhouse » 15 Jan 2019, 10:31

      I tried that too but it's still not working.
      Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new ticket comes in?

      RStraub
      OTRS guru
      Posts: 2152
      Joined: 13 Mar 2014, 09:16
      OTRS Version?: 6.0.14
      Real Name: Rolf Straub

      Re: Problems with ACL-Configuration

      Post by RStraub » 15 Jan 2019, 10:42

      That is correct. A deployed ACL will "work" right away on all existing tickets.

      Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
      Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

      fullhouse
      OTRS newbie
      Posts: 20
      Joined: 13 Sep 2018, 11:58
      OTRS Version?: 6.0.12

      Re: Problems with ACL-Configuration

      Post by fullhouse » 15 Jan 2019, 11:53

      No I didn't use that user. Configuring ACL's has always been weird to me it seems like sometimes they just work at random. thanks a lot for the help though.

      skullz
      OTRS wizard
      Posts: 166
      Joined: 24 Feb 2012, 03:58
      OTRS Version?: OTRS 6

      Re: Problems with ACL-Configuration

      Post by skullz » 15 Jan 2019, 12:31

      Try this

      ACL001

      Properties
      - Type
      -- Name
      --- Unclassified

      PossibleNot
      - Ticket
      -- State
      --- closed successful


      ACL002

      Properties
      - Type
      -- Name
      --- Unclassified

      - User
      -- Role
      --- ABC

      PossibleAdd
      - Ticket
      -- State
      --- closed successful

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