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Ronaldo Richieri

7 Apr 2009 7 Apr '09

11:05 p.m.

Hello, Guys, is there a way to connect SLA or Services to the Queues and not to Customer? For Example, we have 2 queues: Software and Hardware And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue. Thanks :-) Ronaldo Richieri -- Ronaldo Richieri (15) 8818-2009

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Martin Edenhofer

8 Apr 8 Apr

6:18 a.m.

Hi Ronaldo, On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:

Guys, is there a way to connect SLA or Services to the Queues and not to Customer?

For Example, we have 2 queues: Software and Hardware

And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue.

There are several ways to do so. The easiest one would be: a) Add all customers to all services. b) Create ACLs to restrict services to queues For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68

Ronaldo Richieri

-Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Ronaldo Richieri

11:46 a.m.

fantastic tip! I'll try it :-) Thanks! On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer wrote:

Hi Ronaldo,

On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:

Guys, is there a way to connect SLA or Services to the Queues and not to

...
Customer?

For Example, we have 2 queues: Software and Hardware

And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue.

There are several ways to do so. The easiest one would be:

a) Add all customers to all services.

b) Create ACLs to restrict services to queues

For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68

Ronaldo Richieri

...
-Martin

-- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505

Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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-- Ronaldo Richieri (15) 8818-2009

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Ronaldo Richieri

2:04 p.m.

Do you know if its possible to use REGEXP when creating an ACL? I know what is possible to do with Regexp, but I don't Really know how to use and I don't know if it's possible to use in this case. The case is, I'm creating this ACL to hide some services and sub-services from a group of users. The mother Service is called "IT" and have some sub services like "IT::software", "IT::hardware", and sub sub queues like "IT::software::SAP::Create User" or "IT::software::SIG". All this queues are accessible for the "IT" group. The system have other Services for other areas (it's a university) like "Academic" and the subservices "Academic::Resend Certificated". There is a group of users called "Academic". They can only deal with Academic queues and services. We would like to hide Academic services to IT atendents (users), and we would like to hide IT services to Academic atendents (users). I'm trying to do this with ACL restrictions, recommend by Martin: $Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { # Tickets on IT Queue User => { Group_rw => [ 'Academic', ], } }, PossibleNot => { Ticket => { # Hides these Services Service => ['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'], }, }, }; As you can see, we must right every Service that is under IT Service. Is there a way to user REGEXP in this line: Service => ['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'], So it will hide every service under IT that is already created and others that will be created after? Thanks, Ronaldo Richieri On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer wrote:

Hi Ronaldo,

On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:

Guys, is there a way to connect SLA or Services to the Queues and not to

...
Customer?

For Example, we have 2 queues: Software and Hardware

And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue.

There are several ways to do so. The easiest one would be:

a) Add all customers to all services.

b) Create ACLs to restrict services to queues

For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68

Ronaldo Richieri

...
-Martin

-- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505

Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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-- Ronaldo Richieri (15) 8818-2009

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Martin Edenhofer

3:55 p.m.

Hi Ronaldo, currently not. But I did a prototype implementation. So you can do something like: $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Misc'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Service => ['[RegExp]^t1', '[RegExp]^t2'], Priority => [ '4 high' ], }, }, }; Starting with "[RegExp]" means the following will be a regexp content. Is that what your are looking for? http://users.otrs.com/~me/Kernel_System_Ticket.pm_2-3-ACL-RegExp -Martin On Apr 8, 2009, at 16:04 , Ronaldo Richieri wrote:

Do you know if its possible to use REGEXP when creating an ACL? I know what is possible to do with Regexp, but I don't Really know how to use and I don't know if it's possible to use in this case.

The case is, I'm creating this ACL to hide some services and sub- services from a group of users.

The mother Service is called "IT" and have some sub services like "IT::software", "IT::hardware", and sub sub queues like "IT::software::SAP::Create User" or "IT::software::SIG". All this queues are accessible for the "IT" group.

The system have other Services for other areas (it's a university) like "Academic" and the subservices "Academic::Resend Certificated". There is a group of users called "Academic". They can only deal with Academic queues and services.

We would like to hide Academic services to IT atendents (users), and we would like to hide IT services to Academic atendents (users).

I'm trying to do this with ACL restrictions, recommend by Martin:

$Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { # Tickets on IT Queue User => { Group_rw => [ 'Academic', ], }

}, PossibleNot => { Ticket => { # Hides these Services Service => ['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'], }, },

};

As you can see, we must right every Service that is under IT Service. Is there a way to user REGEXP in this line: Service => ['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'],

So it will hide every service under IT that is already created and others that will be created after?

Thanks,

Ronaldo Richieri On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer wrote: Hi Ronaldo,

On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:

Guys, is there a way to connect SLA or Services to the Queues and not to Customer?

For Example, we have 2 queues: Software and Hardware

And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue.

There are several ways to do so. The easiest one would be:

a) Add all customers to all services.

b) Create ACLs to restrict services to queues

For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68

Ronaldo Richieri

-Martin

-- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505

Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

-- Ronaldo Richieri (15) 8818-2009

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Ronaldo Richieri

5:02 p.m.

Perfect! I'm going to test this. Thanks again Martin, Ronaldo On Wed, Apr 8, 2009 at 12:55 PM, Martin Edenhofer wrote:

Hi Ronaldo,

currently not. But I did a prototype implementation.

So you can do something like:

$Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Misc'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Service => ['[RegExp]^t1', '[RegExp]^t2'], Priority => [ '4 high' ], }, }, };

Starting with "[RegExp]" means the following will be a regexp content.

Is that what your are looking for?

http://users.otrs.com/~me/Kernel_System_Ticket.pm_2-3-ACL-RegExp http://users.otrs.com/%7Eme/Kernel_System_Ticket.pm_2-3-ACL-RegExp

-Martin

On Apr 8, 2009, at 16:04 , Ronaldo Richieri wrote:

Do you know if its possible to use REGEXP when creating an ACL? I know

...
what is possible to do with Regexp, but I don't Really know how to use and I don't know if it's possible to use in this case.

The case is, I'm creating this ACL to hide some services and sub-services from a group of users.

The mother Service is called "IT" and have some sub services like "IT::software", "IT::hardware", and sub sub queues like "IT::software::SAP::Create User" or "IT::software::SIG". All this queues are accessible for the "IT" group.

The system have other Services for other areas (it's a university) like "Academic" and the subservices "Academic::Resend Certificated". There is a group of users called "Academic". They can only deal with Academic queues and services.

We would like to hide Academic services to IT atendents (users), and we would like to hide IT services to Academic atendents (users).

I'm trying to do this with ACL restrictions, recommend by Martin:

$Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { # Tickets on IT Queue User => { Group_rw => [ 'Academic', ], }

}, PossibleNot => { Ticket => { # Hides these Services Service => ['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'], }, },

};

As you can see, we must right every Service that is under IT Service. Is there a way to user REGEXP in this line: Service => ['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'],

So it will hide every service under IT that is already created and others that will be created after?

Thanks,

Ronaldo Richieri On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer wrote: Hi Ronaldo,

On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:

Guys, is there a way to connect SLA or Services to the Queues and not to Customer?

For Example, we have 2 queues: Software and Hardware

And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue.

There are several ways to do so. The easiest one would be:

a) Add all customers to all services.

b) Create ACLs to restrict services to queues

For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68

Ronaldo Richieri

-Martin

-- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505

Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

-- Ronaldo Richieri (15) 8818-2009

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-- Ronaldo Richieri (15) 8818-2009

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