Hello,
I’ve looked into
that, but I’m not sure I’m doing it correctly.
I got this in my Kernel/config.pm:
#
-----------------------------------------------------------------------
# start of ACL
configurations
#
-----------------------------------------------------------------------
$Self->{TicketAcl}->{'ACL-Name-1'}
= {
# match properties
Properties
=> {
Queue
=> { Name => ['[RegExp]^Service Desk'] },
},
PossibleNot
=> {
Ticket
=> { Service => ['[RegExp]::','[RegExp]^Computer',
'[RegExp]^Printer',
'[RegExp]^Hardware',
'[RegExp]^Network'],
},
},
};
#
-----------------------------------------------------------------------
# end of ACL
configurations
#
-----------------------------------------------------------------------
Is this wrong? I found
this in another thread (http://lists.otrs.org/pipermail/otrs/2010-February/030668.html)
Not sure I understand how these ACL thingies works. Do I need to create
something via the Admin menu? Thinking what is ‘ACL-Name-
Should I add services via
the Admin/Service menu? Or should they be controlled by the ACL only?
I’m running OTRS
2.3.4 at the moment. Do I need to upgrade to get it to work?
Regards,
Ulrich
Fra:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] På vegne af Nils Leideck - ITSM
Sendt: 1. juli 2010 01:29
Til: User questions and
discussions about OTRS.
Emne: Re: [otrs] Link services to
queue when making phone/e-mail ticket
Hi,
On 29.06.2010, at 13:53, Ulrich Gøhns wrote:
In the agent module I want to be able to show different services based on
what queue the agent picked when creating a phone- or e-mail ticket.
Example:
Agent picks the Service Desk queue => Services
shows: Computer, Printer, Hardware, Network, etc, etc.
Agent picks the Infrastructure queue => Services
shows: Server, Network, Security, etc, etc.
Is this possible?
Please have a look at the ACL feature of OTRS:
Freundliche Grüße /
Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal
project