Thank you for the idea but that’s not a solution for us: Service is required only to close a ticket, so we don’t force our first-level agents to immediately recognize the service.
Kind regards,
Juan Clavero
De: otrs [mailto:otrs-bounces@lists.
otrs.org ] En nombre de Alvaro Cordero
Enviado el: miércoles, 17 de mayo de 2017 16:34
Para: User questions and discussions about OTRS. <otrs@lists.otrs.org>
CC: otrs@otrs.org
Asunto: Re: [otrs] ACL for empty value in properties
Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified.
Best Regards.
2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón <juanm.clavero@ibsalut.es>:
Hi all,
We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value.
Our last config is like this:
ConfigChange:
PossibleNot:
Ticket:
State:
- closed successful
- closed unsuccessful
ConfigMatch:
Properties:
Frontend:
Action:
- AgentTicketPhone
Service:
ServiceID:
- '[RegExp]^$'
We've also tried with these variants:
option a)
Service:
ServiceID:
- '[NotRegExp]^.+$'
option b)
Service:
Name:
- '[RegExp]^$'
option c)
Service:
Name:
- '[NotRegExp]^.+$'
We've got the ACL debug mode on and it shows matching Action but shows nothing on Service.
Could you help us? What are we missing?
Kind regards,
Juan Clavero
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