Re: [dev] Re: dev Digest, Vol 53, Issue 5

17 Dec 2007

      Hi Charles,

The ACL's filters not only on the server side, it filters in the client side
too. For example, i've developed a module that one of the characteristics is
to avoid to close some kind of tickets (according to some values on the
ticket object in the database). I resolved that with an ACL that not just
avoids to close the ticket, it doesn't gives the option to the agent to
close it.

But, if what you want is to set the rules via admin module, you should
develop that module, and look in AgentTicketBulk.pm for this code:

    # build next states string
    my %NextStates = $Self->{StateObject}->StateList(
        Type => 'DefaultNextNote',
        Action => $Self->{Action},
        UserID => $Self->{UserID},
    );
    $NextStates{''} = '-';
    $Param{'NextStatesStrg'} = $Self->{LayoutObject}->OptionStrgHashRef(
        Data => \%NextStates,
        Name => 'StateID',
    );

This is where the next states are builded. You should replace this with the
values that would return your new module.

PS: I would recomend you to keep this in mind: when you perform a bulk
action, you're doing an action over a set of tickets. If you configure
you're own type of settings and filters for this, eventually, you would be
doing a bulk action over tickets that it's filters, could be conflictives
among them.

2007/12/18, Charles Kennedy :
...
Hi Eduardo,
Thanks for the insight, I did a ACL with the filters. But the ACL only
filter in the server-side.
I still need the options in the combobox (client-side) filtered.
I'm looking where in the "Kernel/Modules/AgentTicketBulk.pm" the
options are selected from database. But, my boss want the filter's
criteria stored in the database, so I don't know if this will be the
better option.
But thank you any way.
Regards,
Charles K. Schulz
...
Date: Fri, 14 Dec 2007 11:37:06 +1930
From: "Eduardo Raffoul" 
Subject: Re: [dev] Filtering options in Bulk-Action screen
To: "Development community of OTRS.org" 
Message-ID:
        <35f54d230712130807v49df35eave7d39806c1aaf0ee@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Hello Charles,
You should look on the Kernel/Modules/AgentTicketBulk.pm. But, depending
on
what kind of filter you want to apply, you could build ACL's to create
your
own workflow.
Greetings,
Eduardo Raffoul
2007/12/14, Charles Kennedy :
...
Hi everyone,
I need to filter the options of the combobox "Next ticket state" in
the Bulk-Action screen.
The options will change depending on the actual state of the ticket
and the actual user agent.
I read the documentation, but i didn't realize how I can do that. Can
someone give me a idea?
Regards,
Charles K. Schulz
P.S.: The version that we're using is 2.1.5

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