[otrs] Ticket ACLs

[Tobias Lütticke]

Hej,

> Does anyone have any good ACL examples beside the ones on the otrs.org
> website? I wrote some of my own, but I would like to see what other
> people have in mind. I will post some of my own later.

Don't know, whether it is a 'good' ACL, but here it is. I use it to enforce the
workflow: Only members of the 1st level support team are allowed to close
tickets. With this ACL display of the ticket close link in the GUI is
controlled. I have a group tied to the 1st level queue and members of 1st level
team are member there.
What I do not like is that you have to list all queues explicitly, which must
not allow ticket cloing.

    $Self->{TicketAcl}->{'ticket-close-restriction'} = {
     # match properties
     Properties => {
       # current ticket match properties
       Ticket => {
         # all Queues *except" 1st-level must not close tickets
         Queue => ['<q1>', '<q2>'], # list your queues
       }
     },
     # return possible options (white list)
       Possible => {
         # possible ticket options (white list)
         # possible action options
         Action => {
         AgentTicketClose => 0,
      },
     },
    };


Cheers
 Tobias

-- 
Tobias Lütticke
Systems Architecture
inovex GmbH

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