Re: [otrs] Can I use multiple ACLs to remove statuses allowed in a view?

16 Jan 2013


      Thanks for the quick reply. Sure, that works, I already did it as a
workaround on my prod env.

Still, I'm very interested in knowing for sure if my assesment is right
because I see it as a major limitation. Do you think I should ask on dev
list?
On Jan 16, 2013 6:36 PM, "Gerald Young"  wrote:
...
probably. Try this.
PossibleNot => { Ticket => { State => ['closed unsuccessful','pending
reminder'] }, },
On Wed, Jan 16, 2013 at 11:13 AM, Bogdan Iosif wrote:
...
Hi,
Can someone more knowledgeable please confirm the following observation
about ACL behavior?
In short, I unexpectedly failed to use two different ACLs to remove some
allowed values in the statuses available in a given view.
I'll fabricate a synthetic example to illustrate the strange behavior
that I would like confirmed.
Let's assume the only defined statuses in my system are: new, open,
pending reminder, closed successful and closed unsuccessful.
Let's also assume that I have the following two ACLs, designed to apply
everywhere:
$Self->{TicketAcl}->{'100-ACL-First'} = {
    Properties => { },
    PossibleNot => { Ticket => { State => ['pending reminder'] }, },
};
$Self->{TicketAcl}->{'200-ACL-First'} = {
    Properties => { },
    PossibleNot => { Ticket => { State => ['closed unsuccessful'] }, },
};
Now, what I expected to end up with in the list of possible statuses from
a view such as AgentTicketCompose was the initial list of statuses minus
BOTH "pending reminder" and "closed unsuccessful".
Instead, I ended up with the initial list minus ONLY "closed
unsuccessful".
I was very surprised, it seems like a major restriction in what is
possible to achieve with ACLs because I can't imagine being able to express
all the conditions that affect the allowed values in a field within a
single ACL.
Is this the intended behavior of ACLs?
Thanks,
Bogdan
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