Re: [otrs] ACL for empty value in properties

17 May 2017

      Well, you can always make Service to be Mandatory, that should prevent a
ticket to not have one so you shouldn't worry about tickets being closed
without being correctly classified.

Best Regards.

2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón <
juanm.clavero@ibsalut.es>:
...
Hi all,
We  want to forbid closing a ticket without service. We've been able to do
it for stored tickets with an ACL but can't seem to manage in a new ticket
form (e.g, in AgentTicketPhone). We thought we could do it with Service in
the Properties section but can't match an undefined value.
Our  last config is like this:
ConfigChange:
    PossibleNot:
      Ticket:
        State:
        - closed successful
        - closed unsuccessful
  ConfigMatch:
    Properties:
      Frontend:
        Action:
        - AgentTicketPhone
      Service:
        ServiceID:
        - '[RegExp]^$'
We've also tried with these variants:
option a)
      Service:
        ServiceID:
        - '[NotRegExp]^.+$'
option b)
      Service:
        Name:
        - '[RegExp]^$'
option c)
      Service:
        Name:
        - '[NotRegExp]^.+$'
We've got the ACL debug mode on and it shows matching Action but shows
nothing on Service.
Could you help us? What are we missing?
Kind regards,
Juan Clavero
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