Hi. Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket. I thought this ACL could help: # ticket acl $Self->{TicketAcl}->{'ACL-Priority'} = { # match properties Properties => { }, # return possible options (white list) Possible => { # possible ticket options (white list) Action => { AgentTicketPriority => 1, }, }, }; I inserted it to C:\OTRS\OTRS\Kernel\Config.pm just above the following line # ---------------------------------------------------- # # fs root directory saved the file and restarted Apache. However, when I logged to OTRS and zoomed into a ticket not owned by me, I didn't see Priority on the Actions pane. What am I missing? Thank you. Ilya
Maybe you should also restart the otrs service?
Also, since you're evaluating ownership, shouldn't you use AgentTicketOwner
somewhere in your ACL? Take a look at the examples:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68
Leonardo Certuche
On Thu, Feb 4, 2010 at 6:48 AM, Ilya Kornev
Hi.
Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket. I thought this ACL could help: # ticket acl $Self->{TicketAcl}->{'ACL-Priority'} = { # match properties Properties => { }, # return possible options (white list) Possible => { # possible ticket options (white list) Action => { AgentTicketPriority => 1, }, }, };
I inserted it to C:\OTRS\OTRS\Kernel\Config.pm just above the following line
# ---------------------------------------------------- # # fs root directory
saved the file and restarted Apache. However, when I logged to OTRS and zoomed into a ticket not owned by me, I didn't see Priority on the Actions pane.
What am I missing? Thank you.
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Hi, On 04.02.2010, at 14:55, Leonardo Certuche wrote:
Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket.
this can't be archived by an ACL. You should search in SysConfig for RequiredLock instead ! This can be set to "No" for the PriorityView as well as for other Views. Then you do not need to be the owner who has locked the ticket to be alowed to access the action. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
Dear all, I have OTRS 2.3.4 and and are seeing some strange thing regarding Cc on answer mail. If a mail is sent to default mail address the Cc field is populated with the default mail address when answering. If a mail is sent to an alias for the same mailbox Cc field is blank. How can I remove the default mail address from cc field when it is sent to the default mail address ? Ticket::Frontend::ComposeExcludeCcRecipients: is NO Thanks Heinz
participants (4)
-
Heinz Høyland -
Ilya Kornev -
Leonardo Certuche -
Nils Leideck - ITSM