I do have multiple queues to one group and certain customers should not access all the queues from that group. I did a bunch of research before I implemented this solution, and it turned out to be the correct one. It would really be helpful to know about a set limit. Thanks, Isaac From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: Wednesday, November 14, 2012 3:16 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] TicketAcl, UserCustomerID argument limit Hello Isaac, I believe the best approach to what you are looking for is the Customer <-> Group Config in the Admin Interface, unless you have multiple queues to one group and then your customer shouldn't access all the queues from that group. This is slow to be done the first time, but then is becomes just a maintenance thing. Regards 2012/11/14 Isaac Gonzalez mailto:igonzalez@autoreturn.com> Hi I am using the Ticket ACL here: http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues certain customers can see by checking their customer id. This works nicely, but now I want to add a lot more customer id values.... Does the UserCustomerID Parameter below have any limitation in the values you can pass to it? I was hoping to list around 50-100 customer id's without hindering performance. These customerid's are pulled from Active Directory by the way. See below example of my config. Example of my config: $Self->{TicketAcl}->{'Limit queue selection for customers'} = { # match properties Properties => { # current action match properties CustomerUser => { UserCustomerID => ['value1','value2','value3'....'valuen'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['queue1','queue2 '], }, }, }; Thanks, Isaac --------------------------------------------------------------------- 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 Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.netmailto:alvaro@gridshield.net www.gridshield.nethttp://www.gridshield.net

This may also work, however will be more of an up-front and ongoing procedure. All my queues are in the users group, which everyone is a member of by default. So this basically equates to me having to go in and add a customer into a group for newly created users(either for the ones that aren't given access or the ones who do have access). I realize that I can change the group each customer is a member of by default, and then change each queue, but there is the ongoing maintenance here either way. The ACL approach does not involve any changes or ongoing maintenance. Its nice because it automatically limits queues by an active directory attribute. Is not really who we want to limit, its what we want to limit certain people to have access to. So the question remains, what is the argument limit... Thanks for all the responses thusfar. -Isaac From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, November 14, 2012 3:48 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] TicketAcl, UserCustomerID argument limit IG: I do have multiple queues to one group and certain customers should not access all the queues from that group then split the queue-groups and apply the extra group to those who should have access. On Wed, Nov 14, 2012 at 6:30 PM, Isaac Gonzalez mailto:igonzalez@autoreturn.com> wrote: I do have multiple queues to one group and certain customers should not access all the queues from that group. I did a bunch of research before I implemented this solution, and it turned out to be the correct one. It would really be helpful to know about a set limit. Thanks, Isaac From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: Wednesday, November 14, 2012 3:16 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] TicketAcl, UserCustomerID argument limit Hello Isaac, I believe the best approach to what you are looking for is the Customer <-> Group Config in the Admin Interface, unless you have multiple queues to one group and then your customer shouldn't access all the queues from that group. This is slow to be done the first time, but then is becomes just a maintenance thing. Regards 2012/11/14 Isaac Gonzalez mailto:igonzalez@autoreturn.com> Hi I am using the Ticket ACL here: http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues certain customers can see by checking their customer id. This works nicely, but now I want to add a lot more customer id values.... Does the UserCustomerID Parameter below have any limitation in the values you can pass to it? I was hoping to list around 50-100 customer id's without hindering performance. These customerid's are pulled from Active Directory by the way. See below example of my config. Example of my config: $Self->{TicketAcl}->{'Limit queue selection for customers'} = { # match properties Properties => { # current action match properties CustomerUser => { UserCustomerID => ['value1','value2','value3'....'valuen'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['queue1','queue2 '], }, }, }; Thanks, Isaac --------------------------------------------------------------------- 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 Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.netmailto:alvaro@gridshield.net www.gridshield.nethttp://www.gridshield.net --------------------------------------------------------------------- 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

Ok cool...will do. And thanks for all your input...much appreciated!! -Isaac From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, November 14, 2012 4:25 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] TicketAcl, UserCustomerID argument limit you can add as many ACLs as you want, btw... so split them if you have an argument limit. On Wed, Nov 14, 2012 at 7:07 PM, Isaac Gonzalez mailto:igonzalez@autoreturn.com> wrote: This may also work, however will be more of an up-front and ongoing procedure. All my queues are in the users group, which everyone is a member of by default. So this basically equates to me having to go in and add a customer into a group for newly created users(either for the ones that aren't given access or the ones who do have access). I realize that I can change the group each customer is a member of by default, and then change each queue, but there is the ongoing maintenance here either way. The ACL approach does not involve any changes or ongoing maintenance. Its nice because it automatically limits queues by an active directory attribute. Is not really who we want to limit, its what we want to limit certain people to have access to. So the question remains, what is the argument limit... Thanks for all the responses thusfar. -Isaac From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, November 14, 2012 3:48 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] TicketAcl, UserCustomerID argument limit IG: I do have multiple queues to one group and certain customers should not access all the queues from that group then split the queue-groups and apply the extra group to those who should have access. On Wed, Nov 14, 2012 at 6:30 PM, Isaac Gonzalez mailto:igonzalez@autoreturn.com> wrote: I do have multiple queues to one group and certain customers should not access all the queues from that group. I did a bunch of research before I implemented this solution, and it turned out to be the correct one. It would really be helpful to know about a set limit. Thanks, Isaac From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: Wednesday, November 14, 2012 3:16 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] TicketAcl, UserCustomerID argument limit Hello Isaac, I believe the best approach to what you are looking for is the Customer <-> Group Config in the Admin Interface, unless you have multiple queues to one group and then your customer shouldn't access all the queues from that group. This is slow to be done the first time, but then is becomes just a maintenance thing. Regards 2012/11/14 Isaac Gonzalez mailto:igonzalez@autoreturn.com> Hi I am using the Ticket ACL here: http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues certain customers can see by checking their customer id. This works nicely, but now I want to add a lot more customer id values.... Does the UserCustomerID Parameter below have any limitation in the values you can pass to it? I was hoping to list around 50-100 customer id's without hindering performance. These customerid's are pulled from Active Directory by the way. See below example of my config. Example of my config: $Self->{TicketAcl}->{'Limit queue selection for customers'} = { # match properties Properties => { # current action match properties CustomerUser => { UserCustomerID => ['value1','value2','value3'....'valuen'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['queue1','queue2 '], }, }, }; Thanks, Isaac --------------------------------------------------------------------- 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 Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.netmailto:alvaro@gridshield.net www.gridshield.nethttp://www.gridshield.net --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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