Re: [otrs] Service<->Queue

26 Aug 2011


      ITS WORKS!!

mi error era que cuando seleccionamos una sub-queue debemos colocar no 
el nombre sino todo el árbol que le antecede, por ejemplo:

$Self->{TicketAcl}->{'nameOfACL'} = {
     Properties => {
         Queue => { Name => ['queue::subqueue1'], },
     },
     Possible => {
         Ticket => {
             Service => ['Service 1',
                         'Service 2',
                         'Service 3',
                 ],
         },
     },
};

El 24/08/11 14:51, Lukasz Hadyna escribió:
...
This is possible by creating an ACL.
This will require you to add the following to  /opt/otrs/Kernel/Config.pm
$Self->{TicketAcl}->{'nameOfACL'} = {
    Properties => {
        Queue => { Name => ['nameOfQueue'], },
    },
    Possible => {
        Ticket => {
            Service => ['Service 1',
                        'Service 2',
                        'Service 3',
                ],
        },
    },
};
The nameOfACL doesn't matter, but if you enter more than one ACL entry 
they will be applied in alphabetical order according to the name.
Lukasz Hadyna
Infrastructure & Service Reporting Analyst
Academic Information & Communication Technologies
University of Alberta
On Fri, Aug 19, 2011 at 8:02 AM, Gerald Young mailto:crythias@gmail.com> wrote:
Not really, because Queues are agnostic to Customers.
The only thing a Queue can be is a member of a group.
    Customers can be members of a group.
    Customers can be assigned services.
    Services can be assigned SLAs.
The idea is that a Customer purchases a service, and with that
    service, potentially an SLA.
A Queue, for all it is, is a label in a group. In some terms, it
    can be described as "What group of Agents can handle this ticket?
    What group of Customers can submit this ticket?" or, if you will,
    "Given a service that a customer has purchased, what Queue
    (Technical Support? Sales? Service? Replace?) is appropriate?"
Admittedly, this may not be the way you want to handle things, but
    it's the effective way OTRS does by default.
You may decide to add a Postmaster filter or Generic Agent to
    handle this otherwise.
(This is my opinion. Other contributors may have different
    opinions and methods to address this. Through programming,
    practically anything is possible.)
On Fri, Aug 19, 2011 at 9:03 AM, José Francisco Luis Medina
    mailto:josefranciscoluismedina@gmail.com> wrote:
there is no possibility to link the Service to Queue? is a bit
        annoying to have the complete list of services and that
        nothing filter this ...
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