So in that case, another option could be to disable the closed states on the regular screens and to enable service as mandatory en the close screen and have the agents always using de close screen to do it. Ticket::Frontend::AgentTicketClose###Service Ticket::Frontend::AgentTicketClose###ServiceMandatory Best Regards 2017-05-17 23:49 GMT-06:00 Juan Manuel Clavero Almirón < juanm.clavero@ibsalut.es>:

Thank you for the idea but that’s not a solution for us: Service is required only to close a ticket, so we don’t force our first-level agents to immediately recognize the service.

Kind regards,

Juan Clavero

*De:* otrs [mailto:otrs-bounces@lists.otrs.org] *En nombre de *Alvaro Cordero *Enviado el:* miércoles, 17 de mayo de 2017 16:34 *Para:* User questions and discussions about OTRS. *CC:* otrs@otrs.org *Asunto:* Re: [otrs] ACL for empty value in properties

Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified.

Best Regards.

2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón < juanm.clavero@ibsalut.es>:

Hi all,

We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value.

Our last config is like this:

ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$'

We've also tried with these variants:

option a) Service: ServiceID: - '[NotRegExp]^.+$'

option b) Service: Name: - '[RegExp]^$'

option c) Service: Name: - '[NotRegExp]^.+$'

We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing?

Kind regards, Juan Clavero

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