[help]Associate Service to Queue when creating ticket in both Customer and agent portal.
Hello everyone,
Running OTRS 3.3.8
I am trying to filter Services based on the selected queue in both the customer New Ticket creation window and the Agent Phoneticket, emailticket creation window.
I have searched through the mailing list and came up with this post but it seems as it never got resolved. The link posted is also dead (404 not found).
Thus far my ACL is correctly filtering out the services I do not want in the customer portal only. I have used both the Config.pm methods and the Agent portal ACL Management module.
Here is my current ACL that works on the customer portal (ACL Management GUI module export):
ConfigChange: Possible: Ticket: Service: - '[regexp]<Parent Service Name>.*' ConfigMatch: Properties: Ticket: Queue: - <Queue Name>
Config.pm example: $Self->{TicketAcl}->{'ACL-Name-20'} = { # Match properties Properties => { Queue => { Name => ['
First, a link to the docs:
http://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html#acl-re...
(Try ParentID).
On Fri, Aug 15, 2014 at 12:37 PM, Jean-Pierre Zurbrügg wrote: Hello everyone, Running OTRS 3.3.8 I am trying to filter Services based on the selected queue in both the
customer New Ticket creation window and the Agent Phoneticket, emailticket
creation window. I have searched through the mailing list and came up with this post
https://www.mail-archive.com/otrs%40otrs.org/msg31688.html but it seems
as it never got resolved. The link posted is also dead (404 not found). Thus far my ACL is correctly filtering out the services I do not want in
the customer portal only. I have used both the Config.pm methods and the
Agent portal ACL Management module. Here is my current ACL that works on the customer portal (ACL Management
GUI module export): ConfigChange:
Possible:
Ticket:
Service:
- '[regexp]<Parent Service Name>.*'
ConfigMatch:
Properties:
Ticket:
Queue:
- <Queue Name> Config.pm example:
$Self->{TicketAcl}->{'ACL-Name-20'} = {
# Match properties
Properties => {
Queue => {
Name => [' },
Possible => {
Ticket => {
Service => {
Type => '<parent Service Name>', },
},
}, I am currently using a test customer user that has all services enabled. I
have also tried using 'PosibleNot' but I can't get the Agent Portal to only
show the services associated with the selected Queue. Any push to the right direction would be greatly appreciated. Thanks in advance for any tips given, Jean-Pierre Z. ---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Thanks for replying
Gerald,
I had checked the
documentation and tried to work with ‘AgentTicketPhone’ and AgentTicketEmail’
but I wasn’t able to filter the Services based on selected Queue in the agent
portal.
I just checked your
tip regarding ParentID but I don’t know how to use it as it seems to be tied to
Services and I’m filtering by :
properties ->
ticket -> Queue -> Queue Name string.
Possible -> Ticket ->Service-> regex
value.
Date: Tue, 19 Aug 2014 09:02:55 -0400
From: crythias@gmail.com
To: otrs@otrs.org
Subject: Re: [otrs] [help]Associate Service to Queue when creating ticket in both Customer and agent portal.
First, a link to the docs: http://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html#acl-re...
(Try ParentID).
On Fri, Aug 15, 2014 at 12:37 PM, Jean-Pierre Zurbrügg
Please provide snippets related to what you tried, what happens, why that's
not what you expected, what you do expect, and possibly, links to sources
that presented the method you chose as documentation to achieve the results
you wanted, but not the results you got.
http://forums.otterhub.org/viewtopic.php?f=60&t=11235
On Tue, Aug 19, 2014 at 10:40 AM, Jean-Pierre Zurbrügg wrote: Thanks for replying Gerald, I had checked the documentation and tried to work with ‘AgentTicketPhone’
and AgentTicketEmail’ but I wasn’t able to filter the Services based on
selected Queue in the agent portal. I just checked your tip regarding ParentID but I don’t know how to use it
as it seems to be tied to Services and I’m filtering by : properties -> ticket -> Queue -> Queue Name string.
Possible -> Ticket ->Service-> regex value. ------------------------------
Date: Tue, 19 Aug 2014 09:02:55 -0400
From: crythias@gmail.com
To: otrs@otrs.org
Subject: Re: [otrs] [help]Associate Service to Queue when creating ticket
in both Customer and agent portal. First, a link to the docs:
http://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html#acl-re... (Try ParentID). On Fri, Aug 15, 2014 at 12:37 PM, Jean-Pierre Zurbrügg <
jp.zurbrugg@live.com> wrote: Hello everyone, Running OTRS 3.3.8 I am trying to filter Services based on the selected queue in both the
customer New Ticket creation window and the Agent Phoneticket, emailticket
creation window. I have searched through the mailing list and came up with this post
https://www.mail-archive.com/otrs%40otrs.org/msg31688.html but it seems
as it never got resolved. The link posted is also dead (404 not found). Thus far my ACL is correctly filtering out the services I do not want in
the customer portal only. I have used both the Config.pm methods and the
Agent portal ACL Management module. Here is my current ACL that works on the customer portal (ACL Management
GUI module export): ConfigChange:
Possible:
Ticket:
Service:
- '[regexp]<Parent Service Name>.*'
ConfigMatch:
Properties:
Ticket:
Queue:
- <Queue Name> Config.pm example:
$Self->{TicketAcl}->{'ACL-Name-20'} = {
# Match properties
Properties => {
Queue => {
Name => [' },
Possible => {
Ticket => {
Service => {
Type => '<parent Service Name>', },
},
}, I am currently using a test customer user that has all services enabled. I
have also tried using 'PosibleNot' but I can't get the Agent Portal to only
show the services associated with the selected Queue. Any push to the right direction would be greatly appreciated. Thanks in advance for any tips given, Jean-Pierre Z. ---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS
mailing list: otrs - Webpage: http://otrs.org/ Archive:
http://lists.otrs.org/pipermail/otrs To unsubscribe:
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Hello Gerald,
Apologies for the delay, I was performing an upgrade from 3.1.5 >3.2.16>3.3.8 with our production DB data.
I have re-tested everything and I am now able to filter the Service drop down based on the Queue Selected in both the Agent portal (‘AgentTicketPhone’ and AgentTicketEmail’) and customer portal.
I used both Gerald's examples from http://forums.otterhub.org/viewtopic.php?f=60&t=11235 and the Access Control Lists module from the agent portal.
Example:$Self->{TicketAcl}->{'ACL-Filter-Serv-For-Queue-IT'} = { # match properties Properties => {
Queue => { Name => ['Tecnologias'], }, },
Possible => { Ticket => { Service => ['[RegExp]^(Tecnologias::)'], }, },};
I'm still not sure why this exact example did not work with my previous lab. The only difference was that I had installed a clean OTRS 3.3.8 with the ITSM bundle and also applied this patch : https://github.com/WuerthPhoenix/OTRS-CustomerCompanyExtension.
Anyways, that's all my info for whomever lands on this email thread with the same problems.
Thanks again for the support Gerald.
Date: Tue, 19 Aug 2014 10:57:17 -0400
From: crythias@gmail.com
To: otrs@otrs.org
Subject: Re: [otrs] [help]Associate Service to Queue when creating ticket in both Customer and agent portal.
Please provide snippets related to what you tried, what happens, why that's not what you expected, what you do expect, and possibly, links to sources that presented the method you chose as documentation to achieve the results you wanted, but not the results you got.
http://forums.otterhub.org/viewtopic.php?f=60&t=11235
On Tue, Aug 19, 2014 at 10:40 AM, Jean-Pierre Zurbrügg
participants (2)
-
Gerald Young -
Jean-Pierre Zurbrügg