Present queue associated with type in create ticker on the customer web
Hello! I have been struggling with this problem for a long time now, getting poor response. I wonder if it is possible at all. When the user selects a type, the queues I want to associate with that type should be presented. In the customer create ticket, I have managed to hide all queues removing everything in properties like this: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] }, }, }; Then, when the user selects a type, the queues I want to associate with that type should be presented. But I cannot present the queues I would like to after the type is selected. Below is the code where I'm trying to get this to work, without success. If I remove the row I have marked with "#This has no effect", the queue is always visible. Hence, I assume that the problem is with the matching properties in some way. $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, Type => { Name => ['RfC'],}, #This has no effect }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, }; I have also tried removing "Frontend => {Action => ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type". Is this possible at all and if it is, then how? If not, don't hesitate if you feel like explaining why. Thanks!
Hi Niklas!
I'm sorry for the slow answer. Unfortunately, there is no solution for our
problem at this moment, at least that I know. I've opened an issue on the
OTRS bug tracker few months ago, but it is still unresolved completely. Take
a look at it:
http://bugs.otrs.org/show_bug.cgi?id=5498
Since OTRS guys adopted a new way to rank the bugs/improvements issues (
https://otrsteam.ideascale.com), I've also opened a topic to address my
needs and it is one of the most voted! Feel free to help to elevate the
issue to the top of "OTRS Ideas":
https://otrsteam.ideascale.com/a/dtd/Improve-ACLs---More-flexibilty-and-harm...
2011/6/15
Hello!
I have been struggling with this problem for a long time now, getting poor response. I wonder if it is possible at all. When the user selects a type, the queues I want to associate with that type should be presented.
In the customer create ticket, I have managed to hide all queues removing everything in properties like this:
$Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] },
}, };
Then, when the user selects a type, the queues I want to associate with that type should be presented. But I cannot present the queues I would like to after the type is selected. Below is the code where I'm trying to get this to work, without success. If I remove the row I have marked with "#This has no effect", the queue is always visible. Hence, I assume that the problem is with the matching properties in some way.
$Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, Type => { Name => ['RfC'],}, #This has no effect }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, };
I have also tried removing "Frontend => {Action => ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type".
Is this possible at all and if it is, then how? If not, don't hesitate if you feel like explaining why.
Thanks!
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Hi Niklas
What OTRS version are you using?
With 2.4.x we've done things like the one you want using javascript. I know
it's not the most elegant choice and you'll have to deal with that on an
upgrade but it does the job and your end-user won't realize the difference.
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
On 15 June 2011 07:50, Murilo Moreira de Oliveira
Hi Niklas!
I'm sorry for the slow answer. Unfortunately, there is no solution for our problem at this moment, at least that I know. I've opened an issue on the OTRS bug tracker few months ago, but it is still unresolved completely. Take a look at it:
http://bugs.otrs.org/show_bug.cgi?id=5498
Since OTRS guys adopted a new way to rank the bugs/improvements issues ( https://otrsteam.ideascale.com), I've also opened a topic to address my needs and it is one of the most voted! Feel free to help to elevate the issue to the top of "OTRS Ideas":
https://otrsteam.ideascale.com/a/dtd/Improve-ACLs---More-flexibilty-and-harm...
2011/6/15
Hello!
I have been struggling with this problem for a long time now, getting poor response. I wonder if it is possible at all. When the user selects a type, the queues I want to associate with that type should be presented.
In the customer create ticket, I have managed to hide all queues removing everything in properties like this:
$Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] },
}, };
Then, when the user selects a type, the queues I want to associate with that type should be presented. But I cannot present the queues I would like to after the type is selected. Below is the code where I'm trying to get this to work, without success. If I remove the row I have marked with "#This has no effect", the queue is always visible. Hence, I assume that the problem is with the matching properties in some way.
$Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, Type => { Name => ['RfC'],}, #This has no effect }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, };
I have also tried removing "Frontend => {Action => ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type".
Is this possible at all and if it is, then how? If not, don't hesitate if you feel like explaining why.
Thanks!
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participants (3)
-
Leonardo Certuche -
Murilo Moreira de Oliveira -
niklas.johansson＠knowit.se