[otrs] ACL to make available only certain TicketFreeText based on queue

14 Sep 2011

      Does anybody know the proper ACL syntax to be able to completely 
enable/disable TicketFreeText based on Queues?  I've tried different 
ways and their not achieving what I need.  Here's what I'm trying to 
achieve:

I have two customers that must supply different additional info with new 
tickets, with the only common additional info being contact phone number.

The examples provided in the OTRS FAQ only change what options are 
available in the TicketFreeKey drop-down.  So, for instance, the 
following ACL would simply remove "Other" from the TicketFreeKey2 
selection, but would not remove TicketFreeKey2 entirely, and commenting 
out TicketFreeText2 => ['Other'] and specifying only TicketFreeKey2 => 
['Choices'] has no effect:

$Self->{TicketAcl}->{'ACL-Name-Test'} = {

     # match properties
     Properties => {
         # current ticket match properties
         Ticket => {
                Queue => ['ABCCompany'],
         },
         Frontend => {
                Action => ['CustomerTicketMessage'],
         },
     },

     # return possible options (black list)
     PossibleNot => {
         Ticket => {
                 TicketFreeKey2 => ['Choices'],
                 TicketFreeText2 => ['Other'],
         },
     },
};

The other alternative I tried, which also does not work, is the 
following ACL.  That "$Self->" entry under "Possible" acts globally and 
does not obey the matching criteria and executes regardless of any ACL 
criteria:

$Self->{TicketAcl}->{'ACL-Name-Test'} = {

     # match properties
     Properties => {
         # current ticket match properties
         Ticket => {
                Queue => ['ABCCompany'],
         },
         Frontend => {
                Action => ['CustomerTicketMessage'],
         },
     },

     # return possible options (white list)
     Possible => {

$Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = {
             '1' => '1',
             '10' => '0',
             '11' => '0',
             '12' => '0',
             '13' => '0',
             '14' => '0',
             '15' => '0',
             '16' => '0',
             '2' => 0,
             '3' => '0',
             '4' => '0',
             '5' => '0',
             '6' => '0',
             '7' => '0',
             '8' => '0',
             '9' => '0',
         },
     },
};

Someone on the Forums posted an example for hiding TicketFreeText using 
CSS; however, that is limited, as I need it to operate on queues; 
therefore I need an ACL I can place in Kernel/Config.pm.

Any pointers would be greatly appreciated.

Thanks

[otrs] ACL to make available only certain TicketFreeText based on queue

Idon