missing type RfC when creating tickets
Hi,
the ticket type named "RfC" is not offered when creating tickets.
This only happens if the ChangeManagement module is installed, after deinstallation "RfC" appears. I assume this is by design.
How is this controlled ? I found no configure option, is this hard coded ? It is not transparent why one ticket type behaves different than the others. There's no difference under "Admin" -> "Type".
Thanks in advance.
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hi,
On 18.05.2010, at 17:16, Alexander Halle wrote:
the ticket type named "RfC" is not offered when creating tickets. This only happens if the ChangeManagement module is installed, after deinstallation "RfC" appears. I assume this is by design. How is this controlled ? I found no configure option, is this hard coded ? It is not transparent why one ticket type behaves different than the others. There's no difference under "Admin" -> "Type".
You need to have full permissions to the itsm-change group to see the RfC ticket type.
Then you need to have full permissions to itsm-change-builder group to see a new action beside “Link” and “Owner” etc… which does allow you to create a new Change from the given RfC ticket.
Freundliche Grüße / Kind regards
Nils Leideck
Technically this behavior is controlled by a sysconfig setting:
Ticket -> Core::TicketACL Ticket::Acl::Module###200-Ticket::Acl::Module:
"This ACL module restricts the usuage of the ticket types that are defined in the sysconfig option 'ITSMChange::AddChangeLinkTicketTypes', to users of the groups 'itsm-change', 'itsm-change-builder' or 'itsm-change-manager'."
On 19.05.2010 04:20, Nils Leideck - ITSM wrote:
Hi,
On 18.05.2010, at 17:16, Alexander Halle wrote:
the ticket type named "RfC" is not offered when creating tickets. This only happens if the ChangeManagement module is installed, after deinstallation "RfC" appears. I assume this is by design. How is this controlled ? I found no configure option, is this hard coded ? It is not transparent why one ticket type behaves different than the others. There's no difference under "Admin" -> "Type".
You need to have full permissions to the itsm-change group to see the RfC ticket type.
Then you need to have full permissions to itsm-change-builder group to see a new action beside “Link” and “Owner” etc… which does allow you to create a new Change from the given RfC ticket.
Freundliche Grüße / Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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Many thanks Nils and Udo for the explanations :)
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
There was also a new bug report opened on this. http://bugs.otrs.org/show_bug.cgi?id=5380
On 21.05.2010 12:16, Alexander Halle wrote:
Many thanks Nils and Udo for the explanations :)
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
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participants (3)
-
Alexander Halle -
Nils Leideck - ITSM -
Udo Bretz