Re: [otrs] customise priority by queue

16 Jan 2009

      Oh, that's a different piece of cake. Didn't know you're talking about the customer interface - of which I don't know too much...

Sorry,
Daniel

-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von startx
Gesendet: Freitag, 16. Januar 2009 16:45
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] customise priority by queue

Hello again ;)

Hide the priority fields for a specific queue in the customer interface is 
enough for me if Acl doesn't work?

Any sugestion is welcome.

Greets

M . Martin

----- Original Message ----- 
From: "startx" 
To: "User questions and discussions about OTRS." 
Sent: Friday, January 16, 2009 1:50 PM
Subject: Re: [otrs] customise priority by queue

Hello,

Thanks Daniel,

I've tested it and add the following lines in my /etc/otrs/Kernel/Config.pm
(Debian package)

      #           End of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
# ticket acl
    $Self->{TicketAcl}->{'ACL-test'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Queue => ['Developer Support'],
            }
        },
       # return possible options (white list)
        PossibleNot => {
            # possible ticket options (white list)
            Ticket => {
               Priority => ['2 sévère', '3 critique (Elodia24)'],
            },
        },
    };

But unfortunately, It doesn't work. By customer web interface, I can create
ticket in "Developer Support" queue with priority "2 sévère"
What's Did I do wrong ??

Thanks

M. Martin

----- Original Message ----- 
From: "Obee, Daniel" 
To: "User questions and discussions about OTRS." 
Sent: Friday, January 16, 2009 9:12 AM
Subject: Re: [otrs] customise priority by queue

You can limit possible priorities for different queues with an ACL in the
config.pm. See the manual and FAQ for details.

Greets
Daniel

-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von
startx
Gesendet: Donnerstag, 15. Januar 2009 18:01
An: otrs@otrs.org
Betreff: [otrs] customise priority by queue

Hello All,

Mee to, I was playing just for doing some test but I need to customise
Priority for some queues.I want to create some queues with different
priorities
ex:

Queue                         |Priority
                                   |
hardware                     |1,2,3,4,5
software instalation       |1,2
account creation           |2,3,4

Does anyone give me some clues to do that ?

Thank you in advance.

M. Martin

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