Filtering Services based on Dynamic Field Content

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Phonecall action always mentions...

Alvaro Cordero

23 Jan 2014 23 Jan '14

9:16 p.m.

Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields. I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work. I can filter services based on ticket type though. Has anyone achive something like that? Thanks -- ___________________________ Alvaro Cordero Retana

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Gerald Young

23 Jan 23 Jan

9:26 p.m.

What did you try in ACL? Could we see a sample? What version OTRS? On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero wrote:

...

Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields.

I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work.

I can filter services based on ticket type though.

Has anyone achive something like that?

Thanks

-- ___________________________ Alvaro Cordero Retana

--------------------------------------------------------------------- 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

Alvaro Cordero

9:47 p.m.

Thanks Gerald, I am using OTRS 3.2.10 a sample looks like this. We are using Process Module since it makes easier to create custom forms. I am using ACLs due to a big list of Default Services available for all internal Customers It works as it goes, but if I enable either Field(Categoria or SubCategoria) ACL just don't work. $Self->{TicketAcl}->{'P1-A1-AD1-5'} = { Properties => { Process => { ActivityDialogEntityID => ['AD1'], }, Ticket => { Type => ['Type1'], #DynamicField_Categoria => ['CUSTOMER SUPPORT'], #DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'], }, }, Possible => { Ticket => { Service => ['[RegExp]^Customer Support::Business*'], State => ['open'], }, }, }; 2014/1/23 Gerald Young

...

What did you try in ACL? Could we see a sample? What version OTRS?

On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero wrote:

...
Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields.

I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work.

I can filter services based on ticket type though.

Has anyone achive something like that?

Thanks

-- ___________________________ Alvaro Cordero Retana

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

Gerald Young

10:02 p.m.

Just so anyone who follows this might like to know (I see your code is related to this, so this is redundant.) http://doc.otrs.org/3.2/en/html/customization.html#acl-reference This expects Type and DynamicField which has a name of Categoria (and also of name SubCategoria) must match those values (AND) together. But do you think your filter is too specific? (for instance, can you only choose to filter on DynamicField_SubCategoria because that's the most significant choice that affects the Possible?) On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:

...

Thanks Gerald,

I am using OTRS 3.2.10 a sample looks like this. We are using Process Module since it makes easier to create custom forms. I am using ACLs due to a big list of Default Services available for all internal Customers

It works as it goes, but if I enable either Field(Categoria or SubCategoria) ACL just don't work.

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

Type => ['Type1'],

#DynamicField_Categoria => ['CUSTOMER SUPPORT'],

#DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*' ],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
What did you try in ACL? Could we see a sample? What version OTRS?

On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero wrote:

...
Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields.

I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work.

I can filter services based on ticket type though.

Has anyone achive something like that?

Thanks

-- ___________________________ Alvaro Cordero Retana

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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Alvaro Cordero

10:05 p.m.

Hello Thanks for your response. In fact, I've used the tree values, but my idea is to use just Subcategoría since the other ones have already being filtered. So what I expected to work was something like $Self->{TicketAcl}->{'P1-A1-AD1-5'} = { Properties => { Process => { ActivityDialogEntityID => ['AD1'], }, Ticket => { DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'], }, }, Possible => { Ticket => { Service => ['[RegExp]^Customer Support::Business*'], State => ['open'], }, }, }; 2014/1/23 Gerald Young

...

Just so anyone who follows this might like to know (I see your code is related to this, so this is redundant.) http://doc.otrs.org/3.2/en/html/customization.html#acl-reference

This expects Type and DynamicField which has a name of Categoria (and also of name SubCategoria) must match those values (AND) together.

But do you think your filter is too specific? (for instance, can you only choose to filter on DynamicField_SubCategoria because that's the most significant choice that affects the Possible?)

On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:

...
Thanks Gerald,

I am using OTRS 3.2.10 a sample looks like this. We are using Process Module since it makes easier to create custom forms. I am using ACLs due to a big list of Default Services available for all internal Customers

It works as it goes, but if I enable either Field(Categoria or SubCategoria) ACL just don't work.

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

Type => ['Type1'],

#DynamicField_Categoria => ['CUSTOMER SUPPORT'],

#DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
What did you try in ACL? Could we see a sample? What version OTRS?

On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero wrote:

...
Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields.

I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work.

I can filter services based on ticket type though.

Has anyone achive something like that?

Thanks

-- ___________________________ Alvaro Cordero Retana

--------------------------------------------------------------------- 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

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

Alvaro Cordero

10:13 p.m.

In addition to that as Gerald says, yes my code is based on the OTRS refference. Also I know for a regular form (Ticket Phone, or Email) in OTRS it might not make sense what I am doing since Dynamic Fields are shown after the ticket body where you are supposed to have already chosen Service and SLAs but in this case users first categorize what they need and then choose the service based on that, another reason to use Process Management module. 2014/1/23 Alvaro Cordero

...

Hello Thanks for your response.

In fact, I've used the tree values, but my idea is to use just Subcategoría since the other ones have already being filtered. So what I expected to work was something like

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
Just so anyone who follows this might like to know (I see your code is related to this, so this is redundant.) http://doc.otrs.org/3.2/en/html/customization.html#acl-reference

This expects Type and DynamicField which has a name of Categoria (and also of name SubCategoria) must match those values (AND) together.

But do you think your filter is too specific? (for instance, can you only choose to filter on DynamicField_SubCategoria because that's the most significant choice that affects the Possible?)

On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:

...
Thanks Gerald,

I am using OTRS 3.2.10 a sample looks like this. We are using Process Module since it makes easier to create custom forms. I am using ACLs due to a big list of Default Services available for all internal Customers

It works as it goes, but if I enable either Field(Categoria or SubCategoria) ACL just don't work.

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

Type => ['Type1'],

#DynamicField_Categoria => ['CUSTOMER SUPPORT'],

#DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
What did you try in ACL? Could we see a sample? What version OTRS?

On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero wrote:

...
Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields.

I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work.

I can filter services based on ticket type though.

Has anyone achive something like that?

Thanks

-- ___________________________ Alvaro Cordero Retana

--------------------------------------------------------------------- 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

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

Alvaro Cordero

28 Jan 28 Jan

9:24 p.m.

Just an update a coworker of mine found what seems to be a bug and fixed it in our installation. He looged a Bug to OTRS http://bugs.otrs.org/show_bug.cgi?id=10202 Regards 2014-01-23 Alvaro Cordero

...

In addition to that as Gerald says, yes my code is based on the OTRS refference.

Also I know for a regular form (Ticket Phone, or Email) in OTRS it might not make sense what I am doing since Dynamic Fields are shown after the ticket body where you are supposed to have already chosen Service and SLAs but in this case users first categorize what they need and then choose the service based on that, another reason to use Process Management module.

2014/1/23 Alvaro Cordero

...
Hello Thanks for your response.

In fact, I've used the tree values, but my idea is to use just Subcategoría since the other ones have already being filtered. So what I expected to work was something like

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
Just so anyone who follows this might like to know (I see your code is related to this, so this is redundant.) http://doc.otrs.org/3.2/en/html/customization.html#acl-reference

This expects Type and DynamicField which has a name of Categoria (and also of name SubCategoria) must match those values (AND) together.

But do you think your filter is too specific? (for instance, can you only choose to filter on DynamicField_SubCategoria because that's the most significant choice that affects the Possible?)

On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:

...
Thanks Gerald,

I am using OTRS 3.2.10 a sample looks like this. We are using Process Module since it makes easier to create custom forms. I am using ACLs due to a big list of Default Services available for all internal Customers

It works as it goes, but if I enable either Field(Categoria or SubCategoria) ACL just don't work.

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

Type => ['Type1'],

#DynamicField_Categoria => ['CUSTOMER SUPPORT'],

#DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
What did you try in ACL? Could we see a sample? What version OTRS?

On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero
...
wrote:

...
Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields.

I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work.

I can filter services based on ticket type though.

Has anyone achive something like that?

Thanks

-- ___________________________ Alvaro Cordero Retana

--------------------------------------------------------------------- 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

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

Nicolás Fernández

29 Jan 29 Jan

11:47 a.m.

las nalgasss 2014-01-28 Alvaro Cordero

...

Just an update a coworker of mine found what seems to be a bug and fixed it in our installation. He looged a Bug to OTRS

http://bugs.otrs.org/show_bug.cgi?id=10202

Regards

2014-01-23 Alvaro Cordero

...
In addition to that as Gerald says, yes my code is based on the OTRS refference.

Also I know for a regular form (Ticket Phone, or Email) in OTRS it might not make sense what I am doing since Dynamic Fields are shown after the ticket body where you are supposed to have already chosen Service and SLAs but in this case users first categorize what they need and then choose the service based on that, another reason to use Process Management module.

2014/1/23 Alvaro Cordero

...
Hello Thanks for your response.

In fact, I've used the tree values, but my idea is to use just Subcategoría since the other ones have already being filtered. So what I expected to work was something like

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
Just so anyone who follows this might like to know (I see your code is related to this, so this is redundant.) http://doc.otrs.org/3.2/en/html/customization.html#acl-reference

This expects Type and DynamicField which has a name of Categoria (and also of name SubCategoria) must match those values (AND) together.

But do you think your filter is too specific? (for instance, can you only choose to filter on DynamicField_SubCategoria because that's the most significant choice that affects the Possible?)

On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero wrote:

...
Thanks Gerald,

I am using OTRS 3.2.10 a sample looks like this. We are using Process Module since it makes easier to create custom forms. I am using ACLs due to a big list of Default Services available for all internal Customers

It works as it goes, but if I enable either Field(Categoria or SubCategoria) ACL just don't work.

$Self->{TicketAcl}->{'P1-A1-AD1-5'} = {

Properties => {

Process => {

ActivityDialogEntityID => ['AD1'],

},

Ticket => {

Type => ['Type1'],

#DynamicField_Categoria => ['CUSTOMER SUPPORT'],

#DynamicField_SubCategoria => ['[RegExp]^BUSINESS APPLICATIONS'],

},

},

Possible => {

Ticket => {

Service => ['[RegExp]^Customer Support::Business*'],

State => ['open'],

},

},

};

2014/1/23 Gerald Young

...
What did you try in ACL? Could we see a sample? What version OTRS?

On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero < alvaro@gridshield.net> wrote:

> Hello, I have been working on a deployment where we have two dynamic > Fields Called Category and SubCategory and then the services are defined > based on those two fields. > > I have been working on filtering the Services Available based on the > selection of the above dynamic Fields, but no matter what combination of > properties I do, I cannot get the ACL to work. > > I can filter services based on ticket type though. > > Has anyone achive something like that? > > Thanks > > -- > ___________________________ > Alvaro Cordero Retana > > > --------------------------------------------------------------------- > 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 >

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net

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Alvaro Cordero
Gerald Young
Nicolás Fernández