$Self->{TicketAcl}->{'1-hide-states'} = {
# match properties
Properties => {
# the current ticket state is:
Ticket => {
State => ['open successful','open','open by x', 'open by y' ],
},
},
# returned state
Possible => {
Ticket => {
State => ['closed successful'],
},
},
};
Now when the ticket has one of the states: 'open successful','open','open by x', 'open by y', the only next possible state will be 'closed succesful'. If it doesn't work, maybe there's another ACL overriding it, or some state is not perfectly written. PossibleNot would return all except the 'closed succesful' state.
This should not go into Config.pm, create a new file, name it "LikeYouWant.pm" and paste this:
package Kernel::Config::ACLs;
use strict;
use warnings;
... YOUR ACLs HERE ...
1; # End of file
Hope it helps, anything else just ask ;)
hi,
why don't you show only the state "OPEN SUCCESFUL" like following? (In my ACL
this works.)
...
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['OPEN SUCCESFUL'],
},
},
};
>>> Guillermo Alberto Rosas Pereira <guillermo.rosas@softtek.com> 28.08.2013
00:13 >>>
2013/8/27 Jan Řežab <honza@rezab.eu<mailto:honza@rezab.eu>>Thanks guys! Here is my code, but… it’s not working. This is my first ACL
so I took the one on the manual, paste it on the Config.pm but nothing happens
(Just for testing purposes, if this works then I can tell the ACL to prevent
the other states from showing on the Next Ticket State List).
$Self->{TicketAcl}->{'1-hide-states'} = {
# match properties
Properties => {
# the used frontend module
Frontend => {
Action => ['AgentTicketPhone'],
},
# current ticket match properties (match always)
},
# return possible options
PossibleNot => {
# possible ticket options
Ticket => {
State => ['closed successful'],
},
},
};
I’m wondering if the Config.pm is the only file I have to modify.
From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Rafa
Quiñonero Figuerola
Sent: martes, 27 de agosto de 2013 03:22 a.m.
To: Development community of OTRS
Subject: Re: [dev] How to show only one ticket state
Yes, try it with the ACL, if you don't get it working send the code here and
we'll take a look. We have used many ACLs for our system.
Try this http://doc.otrs.org/3.0/en/html/acl.html.<guillermo.rosas@softtek.com<mailto:guillermo.rosas@softtek.com>>
Kind regards
Jan
2013/8/27 Guillermo Alberto Rosas Pereira
I have several ticket STATES, which for type OPEN are:rafakorp@gmail.com<mailto:rafakorp@gmail.com>
● Open successful
● Open
● Open by X
● Open by Y
How can I configure the Next Ticket State field on “Agent Ticket Phone” to
show ONLY one of those states and not the whole OPEN category. From Sysconfig,
I can only configure the Next Ticket State to show or hide a whole category:
Ex: hide ALL states configured as type OPEN or show ALL states configured as
type CLOSED, etc.
I need to show only the state OPEN SUCCESFUL, but not the rest of the states
configured as type OPEN.
I will appreciate your help .
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
--
Rafa Quiñonero Figuerola
Tlf: 0151-61436385
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev