Hello Nils.
As I wrote before, I've tried three different combinations of syntaxes,
without success.
*#First one:*
Type=> {
Name => ['Incident'],
},
*#Second one (You suggested this):*
Ticket => {
Type => ['Incident'],
},
*#Third one:*
TicketType => {
Name => ['Incident'],
},
None of them worked at the moment of ticket creation! Is there a function
syntax to solve my need or should I open an improvement thread on the
tracker?
*
PS*: In order to relate the queue with the service at the moment of ticket
creation, I successfully used this syntax:
$Self->{TicketAcl}->{'ACL-RelacaoTipoServico1'} = {
# match properties
Properties => {
Frontend => {
Action => ['AgentTicketPhone', 'AgentTicketEmail',
'CustomerTicketMessage'],
},
*Queue => {
Name => ['SAT:SUPPORT'],
}*
# return possible options (white list)
Possible => {
Ticket => {
Service => [''SAP System'],
},
},
};
2010/6/2 Nils Leideck - ITSM
Hi, On 02.06.2010, at 19:56, Murilo Moreira de Oliveira wrote:
I'm evaluating OTRS and I'd like to know if it is possible to present different services for my clients depending on the ticket type selected on customer frontend (customer.pl). I've already worked on an ACL that relates Queues and Services, but I don't know what is the syntax to match ticket types. Remember that I want an ACL that applies on tickets not yet created (the ACL must work when tickets are been created). Follow the code I've tried to use, unsuccessfully.
$Self->{TicketAcl}->{'ACL-RelationTypeService1'} = { # match properties Properties => { Frontend => { Action => ['AgentTicketPhone', 'AgentTicketEmail', 'CustomerTicketMessage'], }, Type=> { Name => ['Incident'], }, # I tried the options bellow too and nothing happens! # Ticket => { # Type => ['Incident'], # }, # TicketType => { # Name => ['Incident'], # }, }, # return possible options (white list) Possible => { Ticket => { Service => ['SAP System'], }, }, };
try to exchange Type, Name with Ticket, Type as in your case the Ticket does exist already.
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
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