Does anyone have any good ACL examples beside the ones on the otrs.org website? I wrote some of my own, but I would like to see what other people have in mind. I will post some of my own later.
Hej,
Does anyone have any good ACL examples beside the ones on the otrs.org website? I wrote some of my own, but I would like to see what other people have in mind. I will post some of my own later.
Don't know, whether it is a 'good' ACL, but here it is. I use it to enforce the workflow: Only members of the 1st level support team are allowed to close tickets. With this ACL display of the ticket close link in the GUI is controlled. I have a group tied to the 1st level queue and members of 1st level team are member there. What I do not like is that you have to list all queues explicitly, which must not allow ticket cloing. $Self->{TicketAcl}->{'ticket-close-restriction'} = { # match properties Properties => { # current ticket match properties Ticket => { # all Queues *except" 1st-level must not close tickets Queue => ['<q1>', '<q2>'], # list your queues } }, # return possible options (white list) Possible => { # possible ticket options (white list) # possible action options Action => { AgentTicketClose => 0, }, }, }; Cheers Tobias -- Tobias Lütticke Systems Architecture inovex GmbH Pforzheim (Head Office) Karlsruher Strasse 71 D-75179 Pforzheim Tel.: +49 (0)72 31 / 31 91 - 84 Fax: +49 (0)72 31 / 31 91 - 91 mailto:t.luetticke@inovex.de http://www.inovex.de
I have close permissions set on groups. I see you have your set on queues. I have mine set in groups in order to have a supervisor can log in to inspect tickets no matter what queue it resides in. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tobias Lütticke Sent: Wednesday, May 02, 2007 5:38 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket ACLs Hej,
Does anyone have any good ACL examples beside the ones on the otrs.org website? I wrote some of my own, but I would like to see what other people have in mind. I will post some of my own later.
Don't know, whether it is a 'good' ACL, but here it is. I use it to enforce the workflow: Only members of the 1st level support team are allowed to close tickets. With this ACL display of the ticket close link in the GUI is controlled. I have a group tied to the 1st level queue and members of 1st level team are member there. What I do not like is that you have to list all queues explicitly, which must not allow ticket cloing. $Self->{TicketAcl}->{'ticket-close-restriction'} = { # match properties Properties => { # current ticket match properties Ticket => { # all Queues *except" 1st-level must not close tickets Queue => ['<q1>', '<q2>'], # list your queues } }, # return possible options (white list) Possible => { # possible ticket options (white list) # possible action options Action => { AgentTicketClose => 0, }, }, }; Cheers Tobias -- Tobias Lütticke Systems Architecture inovex GmbH Pforzheim (Head Office) Karlsruher Strasse 71 D-75179 Pforzheim Tel.: +49 (0)72 31 / 31 91 - 84 Fax: +49 (0)72 31 / 31 91 - 91 mailto:t.luetticke@inovex.de http://www.inovex.de _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
participants (2)
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Maurice James Ny -
Tobias Lütticke