Re: [dev] Antw: Re: How to show only one ticket state

$Self->{TicketAcl}->{'1-hide-states'} = {**** # match properties** Properties => {**** Frontend => { Action => ['AgentTicketPhone'],**** },**** # current ticket match properties (match always)**** },**** # return possible options**** Possible => {**** # possible ticket options**** Ticket => {**** **State => ['OPEN SUCCESFUL'], },**** },**** }; and then something like: $Self->{TicketAcl}->{'2-hide-states'} = { Properties => { Frontend => { Action => ['AgentTicketPhone'],**** }, Ticket => { State => ['OPEN SUCCESFUL'], }, }, Possible => { Ticket => { State => ['Open by X'], }, }, }; $Self->{TicketAcl}->{'3-hide-states'} = { Properties => { Frontend => { Action => ['AgentTicketPhone'],**** }, Ticket => { State => ['Open by X'], }, }, Possible => { Ticket => { State => ['Open whatever'], }, }, }; and so on... I'm not sure if you can paste it in the Config.pm, but creating a new file will work for sure. You will have to adapt it to your needs. 2013/8/28 Guillermo Alberto Rosas Pereira

Actually, I just need it to work on AgentTicketPhone. The objective is to force our users to select ONLY one ticket state so that latter in the process, once that more information has been gathered, they can change the status to… let’s say, Open by XXXXX or Open with incomplete information or any other of the OPEN state types.

In the previous mail, Josef suggested to show only the open successful state… which is what I need J my question with this code is how do I set it to work only on AgentTicketPhone? Should I paste it on the Config.pm or should I create another file just like Rafa said?

...****

Possible => {****

# possible ticket options (white list)****

Ticket => {****

State => ['OPEN SUCCESFUL'],****

},****

},****

};****

thanks a lot everybody

****

** **

*From:* dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] *On Behalf Of *Rafa Quiñonero Figuerola *Sent:* miércoles, 28 de agosto de 2013 03:35 a.m.

*To:* Development community of OTRS *Subject:* Re: [dev] Antw: Re: How to show only one ticket state****

** **

In which case do you exactly need that to hapen? You need, let's say, a condition to acomplish the ACL. Just that the frontend is AgentTicketPhone, is not going to work (please someone correct me if I'm wrong, because that has never worked for me either). You need some state or some condition to make it work, for example the previous state:****

** **

$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 ;)****

** **

2013/8/28 Josef1 Penzkofer ****

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 28.08.2013 00:13 >>>****

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.****

2013/8/27 Jan Řežab mailto:honza@rezab.eu>****

Try this http://doc.otrs.org/3.0/en/html/acl.html.

Kind regards Jan

2013/8/27 Guillermo Alberto Rosas Pereira****

mailto:guillermo.rosas@softtek.com>****

I have several ticket STATES, which for type OPEN are:

● 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 .

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-- Rafa Quiñonero Figuerola Tlf: 0151-61436385****

rafakorp@gmail.commailto:rafakorp@gmail.com****

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****

** **

-- Rafa Quiñonero Figuerola Tlf: 0151-61436385 rafakorp@gmail.com ****

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-- Rafa Quiñonero Figuerola Tlf: 0151-61436385 rafakorp@gmail.com