[otrs] Filter ticket types for agents upon creation of tickets

Roy Kaldung roy at kaldung.com
Wed Jul 27 09:59:20 GMT 2011


On Jul 27, 2011, at 10:08 AM, niklas at iandapp.com wrote:

> Hello,
> 
> I am trying to configure so the agents only have a filtered list of ticket
> types to chose from when creating a ticket.
> 
> I want to filter the list based on what group the user belongs to. It
> could probably work with sorting based on the queue as well I think, but
> that is the second option.
> 
> This is my ACL.
> 
>   $Self->{TicketAcl}->{'ACL-Name-Filter-Agents-Tickets-Type-IncidentManager'}
> = {
>        Properties => {
> 
>    User => {
>        Group_rw => ['Incident Management Severalnines',],
>    }
> },
> 
>    PossibleNot => {
>             # possible ticket options
>             Ticket => {
>             Type => ['[RegExp]^.*',],  #Clear the list first
>         },
>     },
> 
>     Possible => {
>             # possible ticket options
>             Ticket => {
>             Type => ['Incident',], #Adding the ticket types
>         },
>     },
>   };
> 
> What am I doing wrong? I have done similar things for the customerweb and
> it works.
> 
> I have tried setting the properties for the agents front-end modules as well.
> 
> This is a showstopper for me right now, hope anyone is able to help out

Hi Niklas:

Use the queue instead of the ticket in the section Possible/PossibleNot.
At the time of using the ticket creation mask the ticket still not exist.

hth, Roy

-- 
Roy Kaldung


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