Re: [otrs] ACL Queues Depending on Type

2 Nov 2012

      Hello Gerald,

Thanks for the advice. I completely agree with you that the queue selection
shouln't relay in the type of the ticket. Customer should understand what
they are requesting an to who they are requesting it.

We have actually used your approach into some other implementation of OTRS,
but this definitely requieres a lot more time than the ACL, that's why we
were trying to use ACLs, but now that you mention we will give it a try.

Thank you very much. We will see the factibility of going that way.

Regards.

2012/11/2 Gerald Young 
...
Type isn't supposed to be used in that way, but you can try this:
http://forums.otterhub.org/viewtopic.php?f=60&t=8032
On Fri, Nov 2, 2012 at 10:13 AM, Alvaro Cordero wrote:
...
Hello Carlos,
We have tried that and other combinations, but still got nothing.
Thank you.
Regards
2012/11/1 Carlos Andrés Gallego Arboleda <
carlos.gallego@itconsultores.com.co>
...
Hi Alvaro,
You can try whit this line.
Name => ['[RegExp]^1-Mesa'],
Carlos Gallego
2012/11/1 Alvaro Cordero 
...
Hello Folks,
I am using OTRS 3.0 and I am trying creating an ACL to define possible
queues depending on the type selection.
I have the following code.
$Self->{TicketAcl}->{'ACL-Type-Queue'} =
{
        Properties => {
                Frontend => {
                        Action =>
['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'],
                },
                Ticket => {
                #       Type => ['Incidente'],
                },
        },
        Possible => {
                Queue => {
                        #QueueID => [6],
                        Name => ['[RegExp]^1-Mesa*'],
                },
        },
};
I have tried with different combinations of the properties and the
possible options but neither one has worked. Has anyone implemented
something similar to this.
I have been able to make Services Available depending on queue
selection and other stuff, but for some reason this wich seems very simple
is not working.
Any help will be appreciated.
Regards
--
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net
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___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net
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___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net