ACL hide CustomerUser

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fullhouse
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ACL hide CustomerUser

Post by fullhouse » 29 Oct 2019, 16:50

We are using an external database to get our customer information. There is one customeruser, which agents shouldn't be allowed to select as customer when creating a Ticket etc.

I'm trying to create an ACL so this user won't show up in the drop-down menu. Any ideas on how i could accomplish that? Is there any way to put PossibleNot and then the UserLogin?

root
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Re: ACL hide CustomerUser

Post by root » 29 Oct 2019, 17:26

Hi,

Do you use in your external database the column valid? That's the easiest way to prevent ticket creation for specific customer user.

- Roy
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wurzel
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Re: ACL hide CustomerUser

Post by wurzel » 29 Oct 2019, 17:50

Hi,

use a view for this, which contains valid users only ;-)

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    fullhouse
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    Re: ACL hide CustomerUser

    Post by fullhouse » 30 Oct 2019, 10:09

    Thanks for the quick replies.

    The user is actually a "valid" user which is using this account to access the customer Frontend. We created this account, so he is able to view another customerusers tickets through company tickets.

    However, no one is supposed to open any tickets directly on this account, so I want to hide the possibility of selecting this user.

    fullhouse
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    Re: ACL hide CustomerUser

    Post by fullhouse » 31 Oct 2019, 15:44

    Any more ideas on how to solve this?

    root
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    Re: ACL hide CustomerUser

    Post by root » 31 Oct 2019, 16:06

    Hi,

    Custom Development. Let me know or check viewforum.php?f=104 for possible service provider.

    - Roy
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    skullz
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    Re: ACL hide CustomerUser

    Post by skullz » 31 Oct 2019, 17:45

    May not be the total solution..
    Eventhough agent still can select this customer, but the Queue field will be empty, thus disable ability to create a ticket on behalf this customer.

    Properties
    - CustomerUser
    -- UserLogin = customer1
    - Frontend
    -- Action = AgentTicketPhone

    PossibleNot
    - Ticket
    -- Queue = queue1, queue2, etc

    fullhouse
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    Re: ACL hide CustomerUser

    Post by fullhouse » 05 Nov 2019, 11:14

    Thanks skullz. That works, but only when creating a Ticket. Agents can still choose and select this customeruser on tickets that have already been opened.

    So I guess this is not solvable via ACL?

    root
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    Re: ACL hide CustomerUser

    Post by root » 05 Nov 2019, 11:38

    fullhouse wrote:
    05 Nov 2019, 11:14
    So I guess this is not solvable via ACL?
    Hi,

    Yes, you're right.

    - Roy
    OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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