Link services to queue when making phone/e-mail ticket
Hello, In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue => Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue => Services shows: Server, Network, Security, etc, etc. Is this possible? Regards, Ulrich
Hi, On 29.06.2010, at 13:53, Ulrich Gøhns wrote:
In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket.
Example:
Agent picks the Service Desk queue => Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue => Services shows: Server, Network, Security, etc, etc.
Is this possible?
Please have a look at the ACL feature of OTRS: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
Hello, I've looked into that, but I'm not sure I'm doing it correctly. I got this in my Kernel/config.pm: # ----------------------------------------------------------------------- # start of ACL configurations # ----------------------------------------------------------------------- $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Service Desk'] }, }, PossibleNot => { Ticket => { Service => ['[RegExp]::','[RegExp]^Computer', '[RegExp]^Printer', '[RegExp]^Hardware', '[RegExp]^Network'], }, }, }; # ----------------------------------------------------------------------- # end of ACL configurations # ----------------------------------------------------------------------- Is this wrong? I found this in another thread (http://lists.otrs.org/pipermail/otrs/2010-February/030668.html) Not sure I understand how these ACL thingies works. Do I need to create something via the Admin menu? Thinking what is 'ACL-Name-1'? Should I add services via the Admin/Service menu? Or should they be controlled by the ACL only? I'm running OTRS 2.3.4 at the moment. Do I need to upgrade to get it to work? Regards, Ulrich ________________________________ Fra: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] På vegne af Nils Leideck - ITSM Sendt: 1. juli 2010 01:29 Til: User questions and discussions about OTRS. Emne: Re: [otrs] Link services to queue when making phone/e-mail ticket Hi, On 29.06.2010, at 13:53, Ulrich Gøhns wrote: In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue => Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue => Services shows: Server, Network, Security, etc, etc. Is this possible? Please have a look at the ACL feature of OTRS: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de http://webint.cryptonode.de / a Fractal project
participants (2)
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Nils Leideck - ITSM -
Ulrich Gøhns