Gerald, win 7, OTRS 3.1.11, itsm 3.1.6, Mysql, Apache I followed your suggestion, and move to 3.1.11, but don't work . attached you can see data of my Dinamic Field definition & ACL part of my config.pm Dynamic Field Definition Dynamic Fields - Ticket: Modificar Dropdown Field Name DF1 Label Subcategoria Possible Values Key Value Firewall Firewall Proxy Proxy RAS RAS VPN VPN Direcciones IP Direcciones IP Fibra optica Fibra optica Hub Hub Router Router Conectividad Satelital Conectividad Satelital Switch Switch RAS1 RAS1 PANEL1 PANEL1 #[Kernel/Config.pm] # ticket acl $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { # match properties Properties => { # current action match properties Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Queue => ['Comunicacion::Redes'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { DynamicField_DF1 => [ 'Firewall', 'Proxy', 'RAS', 'VPN', 'Direcciones IP', 'Fibra óptica', 'Hub', 'Router', 'Conectividad Satelital', 'Switch' ], }, }, # remove options (black list) # PossibleNot => { # possible ticket options (black list) #Ticket => { # DynamicField_DF1 => [ # 'RAS1', #'PANEL1' # ], # }, #}, }; # ----------------------------------------------------------------------- # END of ACL configurations I try with white list and black list & in both case don't work, because it show all the values defined for this dynamic field and no only the values identified in config.pm (the last two values, both ended by 1, must be omitted for this queue) I appreciate if somebody could help me. Antonio

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Date: Fri, 19 Oct 2012 19:20:38 -0400 From: Gerald Young Subject: Re: [otrs] ACL with FREETEXT ISSUE To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1"

I'm sorry for the confusion. I've been answering the other question (When can I show this dynamic field but only for certain queues)... Yes, the ACL should work. you need both a key and a value for freetext, If I recall correctly. However, I'd strongly suggest you consider options for moving to 3.1 because information provided for 2.4 may not appropriately translate for 3.1, for instance, due to the use of dynamic fields to hold the data.

On Fri, Oct 19, 2012 at 2:24 AM, Antonio Sarmiento wrote:

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Gerald, Thanks for your quick response

But with this solution, I must think ACL with Freetext don't work?

Because I want use only one freetext (1) for all queues & control with ACL the value of the free text to be displayed for each queue.

Is it posible? I follow the guide http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom&ItemID=68

or the best way is that you suggest?

Regards

Antonio

Date: Wed, 17 Oct 2012 20:58:12 -0400 From: Gerald Young Subject: Re: [otrs] ACL with FREETEXT ISSUE To: "User questions and discussions about OTRS." Message-ID: < CAKk-oULW1Kighbxa56uuF+XdoMuroDk01-pQOmPvO_UTqk2m-Q@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1"

http://forums.otterhub.org/viewtopic.php?f=60&t=8032

On Wed, Oct 17, 2012 at 8:37 PM, Antonio Sarmiento wrote:

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I'm trying to display a subset of freetext values depending on the queue selected. For this I did the following configuration:

In my freetext1 config I have:

$Self->{'TicketFreeKey1'} = { 'TIPO CI' => 'TIPO CI AFECTADO' }; $Self->{'TicketFreeText1'} = { 'DNS' => 'DNS', 'Fibra optica' => 'Fibra Optica', 'Firewall' => 'Firewall', 'Hub' => 'HUB', 'Panel' => 'PANEL', 'Proxy' => 'Proxy', 'RAS' => 'RAS', 'WEB' => 'WEB' };

My ACL script in config.pm is: # ticket acl $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { # match properties Properties => { # current action match propertiess Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Queue => ['Comunicacion::Redes'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { TicketFreeText1 => ['HUB','PANEL','Proxy'], #TicketFreeKey1 => ['RAS'], }, }, # remove options (black list) #PossibleNot => { # possible ticket options (black list) # Ticket => { #TicketFreeText1 => ['HUB','PANEL','Proxy'], # TicketFreeKey1 => ['DNS','RAS','WEB'], # }, #}, };

But it don't work because it display all the values in phone new ticket, where I enable this freetext

Please, Would somebody helpme I apreciate your help

Antonio