Re: [otrs] Filtering Services based on Dynamic Field Content

28 Jan 2014


      Just an update a coworker of mine found what seems to be a bug and fixed it
in our installation. He looged a Bug to OTRS

http://bugs.otrs.org/show_bug.cgi?id=10202

Regards


2014-01-23 Alvaro Cordero 
...
In addition to that as Gerald says, yes my code is based on the OTRS
refference.
Also I know for a regular form (Ticket Phone, or Email) in OTRS it might
not make sense what I am doing since Dynamic Fields are shown after the
ticket body where you are supposed to have already chosen Service and SLAs
but in this case users first categorize what they need and then choose the
service based on that, another reason to use Process Management module.
2014/1/23 Alvaro Cordero 
...
Hello Thanks for your response.
In fact, I've used the tree values, but my idea is to use just
Subcategoría since the other ones have already being filtered. So what I
expected to work was something like
$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD1'],
},
Ticket => {
DynamicField_SubCategoria => ['[RegExp]^BUSINESS
APPLICATIONS'],
},
},
Possible => {
Ticket => {
Service => ['[RegExp]^Customer
Support::Business*'],
State => ['open'],
},
},
};
2014/1/23 Gerald Young 
...
Just so anyone who follows this might like to know (I see your code is
related to this, so this is redundant.)
http://doc.otrs.org/3.2/en/html/customization.html#acl-reference
This expects Type and DynamicField which has a name of Categoria (and
also of name SubCategoria) must match those values (AND) together.
But do you think your filter is too specific? (for instance, can you
only choose to filter on DynamicField_SubCategoria because that's the most
significant choice that affects the Possible?)
On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:
...
Thanks Gerald,
I am using OTRS 3.2.10 a sample looks like this. We are using Process
Module since it makes easier to create custom forms. I am using ACLs due to
a big list of Default Services available for all internal Customers
It works as it goes, but if I enable either Field(Categoria or
SubCategoria) ACL just don't work.
$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {
Properties => {
Process => {
ActivityDialogEntityID => ['AD1'],
},
Ticket => {
Type => ['Type1'],
#DynamicField_Categoria => ['CUSTOMER SUPPORT'],
#DynamicField_SubCategoria => ['[RegExp]^BUSINESS
APPLICATIONS'],
},
},
Possible => {
Ticket => {
Service => ['[RegExp]^Customer
Support::Business*'],
State => ['open'],
},
},
};
2014/1/23 Gerald Young 
...
What did you try in ACL? Could we see a sample? What version OTRS?
On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero 
...
wrote:
...
Hello, I have been working on a deployment where we have two dynamic
Fields Called Category and SubCategory and then the services are defined
based on those two fields.
I have been working on filtering the Services Available based on the
selection of the above dynamic Fields, but no matter what combination of
properties I do, I cannot get the ACL to work.
I can filter services based on ticket type though.
Has anyone achive something like that?
Thanks
--
___________________________
Alvaro Cordero Retana
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Gridshield Monitoreo de Redes e
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___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net
--
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net
-- 
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net