Hello folks! I'm evaluating OTRS and I'd like to know if it is possible to present different services for my clients depending on the ticket type selected on customer frontend (customer.pl). I've already worked on an ACL that relates Queues and Services, but I don't know what is the syntax to match ticket types. Remember that I want an ACL that applies on tickets not yet created (the ACL must work when tickets are been created). Follow the code I've tried to use, unsuccessfully. $Self->{TicketAcl}->{'ACL-RelationTypeService1'} = { # match properties Properties => { Frontend => { Action => ['AgentTicketPhone', 'AgentTicketEmail', 'CustomerTicketMessage'], }, Type=> { Name => ['Incident'], }, # I tried the options bellow too and nothing happens! # Ticket => { # Type => ['Incident'], # }, # TicketType => { # Name => ['Incident'], # }, }, # return possible options (white list) Possible => { Ticket => { Service => ['SAP System'], }, }, };