RE: [otrs] Restrictive Permissions

16 Jan 2008

      ...
I've searched through the documentation and tried out my luck
with permissions but I'm stumped.
I solved the problem with a couple of ACLs but this is not so pretty because the agents still get a "move into" dialogue on the ticket. They can't use it so it works as I want it to, but I would like it to disappear altogether.

If anybody's interested these are the ACLs I made in Config.pm:

    # ACL: Nobody can move tickets between queues except members of the 'supervisor' group.
    $Self->{TicketAcl}->{'ACL-1'} = {
        Properties => {
        },
        Possible => {  
            Ticket => {
                Queue => [''],       
            },
        },
    };

    $Self->{TicketAcl}->{'ACL-2'} = {                    
        Properties => {  
            User => { 
                Group_rw => ['supervisor'],
            },
        },
        PossibleNot => {
            # This is ugly. I blacklist the entire list of queues (according to the docs at
            # http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=68)
            # and that makes them show up. This was the only way to make it work for me.           
            Ticket => {
                Queue => [],
            },
        },
    };
...
Scenario: We have some agents and a supervisor. We have a
Helpdesk Queue and
each agent has a sub-queue in that Queue as follows:
Helpdesk
  - Adam's queue
  - Eve's queue
Tickets arrive in the Helpdesk queue. The Supervisor assigns
tickets to either
Adam's or Eve's queue. Adam and Eve should not be able to
reassign tickets to
other queues.
I have tried to use the permissions on the agents to do this.
If I choose
*anything* other than "rw", the agents can't  even see any
tickets and I can't
assign ownership of tickets to the agents. If I give an agent
"rw" then all
other permissions automatically become invoked and they can
move tickets to
other queues which I don't want them to.
What am I missing?
--
Lars Jørgensen
Netværksadministrator
Gyldendal A/S
Tlf. 33 75 57 95
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