ACL feature on OTRS are very poor. We need improvements!

As I've discussed on http://bugs.otrs.org/show_bug.cgi?id=5498, I and I think several other people need some improvements on ACL feature. It seems that bugs/improvements reported on bug tracker about ACLs take very long time to be fixed/implemented and, in my opinion, ACLs give the flexibility needed in a more complex production environment. Flexibility not reached only with options available on Sysconfig. Please, read my comments on bug tracker and give a feedback! I really need those functionalities until OTRS 3.0 release.

Hi, On 28.06.2010, at 19:25, Murilo Moreira de Oliveira wrote:
As I've discussed on http://bugs.otrs.org/show_bug.cgi?id=5498, I and I think several other people need some improvements on ACL feature. It seems that bugs/improvements reported on bug tracker about ACLs take very long time to be fixed/implemented and, in my opinion, ACLs give the flexibility needed in a more complex production environment. Flexibility not reached only with options available on Sysconfig. Please, read my comments on bug tracker and give a feedback! I really need those functionalities until OTRS 3.0 release.
I really like your ideas. If you would be fine with having this done on a commercial base - you said you “really need those functionalities” - I could think that the project could make this part of the standard framework maybe - not sure, but this way you would get your setup done. Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

At the company I work we don't use OTRS in production yet. We use
another support software developed internally. OTRS has several
features (specially problem, change and configuration management) that
have no corresponding in the software we use and because of this I saw
on OTRS a very good successor. Since I know OTRS power/features, I'm
trying to convince my directors to adopt OTRS as our official support
tool. Unfortunately, some basic but needed functionalities present in
our current software (such those that would be achieved by
hypothetical ACLs I've showed on
http://bugs.otrs.org/show_bug.cgi?id=5498) don't exist in OTRS.
Restrict customers options on frontend (we call customer guidance)
during ticket opening process, using ACLs or whatever, is a primordial
functionality for us.
For sure, if we were already using OTRS in production, we would chose
having this or other need done on a commercial base.
2010/6/28 Nils Leideck - ITSM
Hi, On 28.06.2010, at 19:25, Murilo Moreira de Oliveira wrote:
As I've discussed on http://bugs.otrs.org/show_bug.cgi?id=5498, I and I think several other people need some improvements on ACL feature. It seems that bugs/improvements reported on bug tracker about ACLs take very long time to be fixed/implemented and, in my opinion, ACLs give the flexibility needed in a more complex production environment. Flexibility not reached only with options available on Sysconfig. Please, read my comments on bug tracker and give a feedback! I really need those functionalities until OTRS 3.0 release.
I really like your ideas. If you would be fine with having this done on a commercial base - you said you “really need those functionalities” - I could think that the project could make this part of the standard framework maybe - not sure, but this way you would get your setup done. Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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participants (2)
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Murilo Moreira de Oliveira
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Nils Leideck - ITSM