Re: [otrs] Filter ticket types for agents upon creation of tickets

27 Jul 2011

      On Jul 27, 2011, at 10:08 AM, niklas@iandapp.com wrote:
...
Hello,
I am trying to configure so the agents only have a filtered list of ticket
types to chose from when creating a ticket.
I want to filter the list based on what group the user belongs to. It
could probably work with sorting based on the queue as well I think, but
that is the second option.
This is my ACL.
$Self->{TicketAcl}->{'ACL-Name-Filter-Agents-Tickets-Type-IncidentManager'}
= {
       Properties => {
User => {
       Group_rw => ['Incident Management Severalnines',],
   }
},
PossibleNot => {
            # possible ticket options
            Ticket => {
            Type => ['[RegExp]^.*',],  #Clear the list first
        },
    },
Possible => {
            # possible ticket options
            Ticket => {
            Type => ['Incident',], #Adding the ticket types
        },
    },
  };
What am I doing wrong? I have done similar things for the customerweb and
it works.
I have tried setting the properties for the agents front-end modules as well.
This is a showstopper for me right now, hope anyone is able to help out
Hi Niklas:

Use the queue instead of the ticket in the section Possible/PossibleNot.
At the time of using the ticket creation mask the ticket still not exist.

hth, Roy

-- 
Roy Kaldung