[otrs] Ticket ACLs

[Maurice James Ny]

I have close permissions set on groups. I see you have your set on queues.
I have mine set in groups in order to have a supervisor can log in to
inspect tickets no matter what queue it resides in.

-----Original Message-----
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
Tobias Lütticke
Sent: Wednesday, May 02, 2007 5:38 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Ticket ACLs

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

Pforzheim (Head Office)
Karlsruher Strasse 71
D-75179 Pforzheim
Tel.: +49 (0)72 31 / 31 91 - 84
Fax: +49 (0)72 31 / 31 91 - 91
mailto:t.luetticke at inovex.de
http://www.inovex.de
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/