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 <asarmiento@mi.cl> 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 <crythias@gmail.com>
Subject: Re: [otrs] ACL with FREETEXT ISSUE
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<CAKk-oULW1Kighbxa56uuF+XdoMuroDk01-pQOmPvO_UTqk2m-Q@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

http://forums.otterhub.org/viewtopic.php?f=60&t=8032

On Wed, Oct 17, 2012 at 8:37 PM, Antonio Sarmiento <asarmiento@mi.cl> 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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