Re: [otrs] ACL with FREETEXT ISSUE

19 Oct 2012


      I'm sorry for the confusion. I've been answering the other question (When
can I show this dynamic field but only for certain queues)...
Yes, the ACL should work. you need both a key and a value for freetext, If
I recall correctly. However, I'd strongly suggest you consider options for
moving to 3.1 because information provided for 2.4 may not appropriately
translate for 3.1, for instance, due to the use of dynamic fields to hold
the data.

On Fri, Oct 19, 2012 at 2:24 AM, Antonio Sarmiento  wrote:
...
Gerald,
Thanks for your quick response
But  with this solution, I must think ACL with Freetext don't work?
Because I want use only one freetext (1) for all queues & control with ACL
the value of the free text to be displayed for each queue.
Is it posible? I follow the guide
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=68
or the best way  is that you  suggest?
Regards
Antonio
Date: Wed, 17 Oct 2012 20:58:12 -0400
From: Gerald Young 
Subject: Re: [otrs] ACL with FREETEXT ISSUE
To: "User questions and discussions about OTRS." 
Message-ID:
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CAKk-oULW1Kighbxa56uuF+XdoMuroDk01-pQOmPvO_UTqk2m-Q@mail.gmail.com>
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http://forums.otterhub.org/viewtopic.php?f=60&t=8032
On Wed, Oct 17, 2012 at 8:37 PM, Antonio Sarmiento 
wrote:
...
I'm trying to display a subset of freetext values depending on the
queue selected.
For this I did the following configuration:
In my freetext1 config I have:
$Self->{'TicketFreeKey1'} =  {
  'TIPO CI' => 'TIPO CI AFECTADO'
};
$Self->{'TicketFreeText1'} =  {
  'DNS' => 'DNS',
  'Fibra optica' => 'Fibra Optica',
  'Firewall' => 'Firewall',
  'Hub' => 'HUB',
  'Panel' => 'PANEL',
  'Proxy' => 'Proxy',
  'RAS' => 'RAS',
  'WEB' => 'WEB'
};
My ACL script in config.pm is:
# ticket acl
 $Self->{TicketAcl}->{'ACL-CATEGORIA'} = {
         # match properties
         Properties => {
                 # current action match propertiess
                 Frontend => {
                 Action => ['AgentTicketPhone','AgentTicketEmail'],
                 },
                 # current ticket match properties
                 Ticket => {
                 Queue => ['Comunicacion::Redes'],
                 },
         },
         # return possible options (white list)
         Possible => {
         # possible ticket options (white list)
            Ticket => {
                 TicketFreeText1 => ['HUB','PANEL','Proxy'],
                 #TicketFreeKey1 => ['RAS'],
                  },
         },
         # remove options (black list)
         #PossibleNot => {
         # possible ticket options (black list)
        # Ticket => {
                 #TicketFreeText1 => ['HUB','PANEL','Proxy'],
                # TicketFreeKey1 => ['DNS','RAS','WEB'],
                # },
        #},
 };
But it don't work because it display all the values in phone new
ticket, where I enable this freetext
Please, Would somebody helpme
I apreciate your help
Antonio
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