On 9/9/2015 7:45 PM, Leonardo Certuche wrote:

Hello Nick

You can accomplish that using ACLs

Everything is easy when you know how. I'm reviewing the documentation now, but really have no idea how to accomplish this. I think that this adapted example from http://otrs.biz/3.0/en/html/acl.html would work: $Self->{TicketAcl}->{'ACL-Customer-States'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['SUPPORT','Billing'], } }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { State => ['closed', 'open'] } } }; -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

Yes you can. Instead of Queue use State. Do it in CustomerTicketZoom as well El 9/09/2015 7:48 p. m., "Nick Bright" escribió:

On 9/9/2015 7:42 PM, Nick Bright wrote:

...

What SysConfig variable would need to be adjusted to control what next-state options are selectable by the customer?

I want to restrict it to simply "open" or "closed", while internally we use numerous other close reasons.

I used this to restrict queues the same way:

$Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, Possible => { Ticket => { Queue => ['SUPPORT','Billing'] } }};

Perhaps this can be used to restrict close states as well? I'm just not quite sure how.

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On 9/9/2015 7:55 PM, Nick Bright wrote:

I don't understand what "Do it in CustomerTicketZoom" means.

I see, it should be the Action target. This worked as desired: $Self->{TicketAcl}->{'ACL-Customer-States'} = { # match properties Properties => {Frontend => {Action => ['CustomerTicketZoom'] }}, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { State => ['open', 'Closed - Resolved', 'Closed - Unresolved'] } } }; -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.