[dev] Antw: Re: How to show only one ticket state

Rafa Quiñonero Figuerola rafakorp at gmail.com
Fri Aug 30 12:09:46 GMT 2013


My acl file is under /kernel/config/files. There I have a file called acl.pm

The 3 acls create 3 consecutive states. Open succesfull is the first state,
then would come open by x, and after this one open whatever. you can create
you state workflow in that way.


2013/8/30 Guillermo Alberto Rosas Pereira <guillermo.rosas at softtek.com>

> Rafa, one question, if I make another file, for example ACL-HIDE.pm In
> which folder should I save it and how do I tell the OTRS to run it?
>
> (Sorry If I'm asking too many questions, it's my first ACL).
>
> On the code you pasted, you have 3 ACLs (1-hide-states, 2-hide-states,
> 3-hide-states). Does each one of them hides a state?
>
>
>
> -----Original Message-----
> From: dev-bounces at otrs.org [mailto:dev-bounces at otrs.org] On Behalf Of
> Josef1 Penzkofer
> Sent: miércoles, 28 de agosto de 2013 10:39 a.m.
> To: Development community of OTRS
> Subject: Re: [dev] Antw: Re: How to show only one ticket state
>
> hi,
>
> here is my complete example. I think, it could be nearly the same what you
> need.
> I created it in Config.pm
>
> I did following steps
> 1.) State
> State "closed successful" is created by default State "expired" is created
> by me.
>
> 2. New Queue for internal messages
> The Feature "Creating internal messages" is a copy of AgentTicketPhone
> This Feature is needed to inform our 1st Level-Agents about new topics.
> The internal messages are created in Queue "Meldungen"
> When closing a Ticket or such a message, by default an Agent could select
> the
> "NextState":
> - closed successfull
> - expired.
>
> The two following ACL (pasted in Config.pm) offers the following
> opportunities:
> a) Closing a Ticket an Agent can choose only the state "closed successful"
> b) Closing a Message an Agent can choose only the state "expired"
>
> # ACL Ticket schliessen
> $Self->{TicketAcl}->{'101-Ticket-Close'} = { # match properties Properties
> => { # current action match properties Frontend => { Action =>
> ['AgentTicketClose'], }, # current Ticket match properties  Ticket => {
> QueueID => [5, 6, 7, 10, 11, 12, 14, 15, 18],  } }, Possible => { #
> possible ticket options (white list) Ticket => { State => ['closed
> successful'], }, }, }; # Ende: ACL Tickets schliessen
>
> # ACL Meldung schliessen
>         $Self->{TicketAcl}->{'103-Message-Close'} = { # match properties
> Properties => { # current action match properties Frontend => { Action =>
> ['AgentTicketClose'], }, # current Ticket match properties Ticket => {
> Queue => ['Meldungen'], }, }, Possible => { # possible ticket options
> (white list) Ticket => { State => ['expired'], }, }, }; # Ende: ACL Meldung
> schliessen
>
>
>
> >>> Guillermo Alberto Rosas Pereira <guillermo.rosas at softtek.com>
> >>> 28.08.2013
> 16:32 >>>
> Actually, I just need it to work on AgentTicketPhone. The objective is to
> force our users to select ONLY one ticket state so that latter in the
> process, once that more information has been gathered, they can change the
> status to… let’s say, Open by XXXXX or Open with incomplete information or
> any other of the OPEN state types.
>
> In the previous mail, Josef suggested to show only the open successful
> state… which is what I need ☺  my question with this code is how do I set
> it to work only on AgentTicketPhone? Should I paste it on the Config.pm or
> should I create another file just like Rafa said?
>
> ...
>
> Possible => {
>
> # possible ticket options (white list)
>
> Ticket => {
>
> State => ['OPEN SUCCESFUL'],
>
> },
>
> },
>
> };
>
>
> thanks a lot everybody
>
>
>
> From: dev-bounces at otrs.org [mailto:dev-bounces at otrs.org] On Behalf Of
> Rafa Quiñonero Figuerola
> Sent: miércoles, 28 de agosto de 2013 03:35 a.m.
> To: Development community of OTRS
> Subject: Re: [dev] Antw: Re: How to show only one ticket state
>
> In which case do you exactly need that to hapen? You need, let's say, a
> condition to acomplish the ACL. Just that the frontend is AgentTicketPhone,
> is not going to work (please someone correct me if I'm wrong, because that
> has never worked for me either). You need some state or some condition to
> make it work, for example the previous state:
>
> $Self->{TicketAcl}->{'1-hide-states'} = {
>     # match properties
>     Properties => {
>         # the current ticket state is:
>         Ticket => {
>             State => ['open successful','open','open by x', 'open by y' ],
>         },
>     },
>     # returned state
>     Possible => {
>         Ticket => {
>             State => ['closed successful'],
>         },
>     },
> };
>
> Now when the ticket has one of the states: 'open successful','open','open
> by x', 'open by y', the only next possible state will be 'closed
> succesful'. If it doesn't work, maybe there's another ACL overriding it, or
> some state is not perfectly written. PossibleNot would return all except
> the 'closed succesful'
> state.
>
> This should not go into Config.pm, create a new file, name it
> "LikeYouWant.pm"
> and paste this:
>
> package Kernel::Config::ACLs;
>
> use strict;
> use warnings;
>
> ... YOUR ACLs HERE ...
>
> 1; # End of file
>
> Hope it helps, anything else just ask ;)
>
> 2013/8/28 Josef1 Penzkofer
> <Josef1.Penzkofer at rz.uni-regensburg.de<mailto:
> Josef1.Penzkofer at rz.uni-regensburg.de>>
> hi,
>
> why don't you show only the state "OPEN SUCCESFUL" like following? (In my
> ACL this works.)
>
> ...
> Possible => {
> # possible ticket options (white list)
> Ticket => {
> State => ['OPEN SUCCESFUL'],
> },
> },
> };
>
>
> >>> Guillermo Alberto Rosas Pereira
> <guillermo.rosas at softtek.com<mailto:guillermo.rosas at softtek.com>>
> 28.08.2013
> 00:13 >>>
> Thanks guys!  Here is my code, but… it’s not working. This is my first ACL
> so I took the one on the manual, paste it on the Config.pm but nothing
> happens (Just for testing purposes, if this works then I can tell the ACL
> to prevent the other states from showing on the Next Ticket State List).
>
>                 $Self->{TicketAcl}->{'1-hide-states'} = {
>     # match properties
>     Properties => {
>                 # the used frontend module
>         Frontend => {
>             Action => ['AgentTicketPhone'],
>         },
>         # current ticket match properties (match always)
>     },
>     # return possible options
>     PossibleNot => {
>         # possible ticket options
>         Ticket => {
>             State => ['closed successful'],
>         },
>     },
> };
>
> I’m wondering if the Config.pm is the only file I have to modify.
> From: dev-bounces at otrs.org<mailto:dev-bounces at otrs.org>
> [mailto:dev-bounces at otrs.org<mailto:dev-bounces at otrs.org>] On Behalf Of
> Rafa Quiñonero Figuerola
> Sent: martes, 27 de agosto de 2013 03:22 a.m.
> To: Development community of OTRS
> Subject: Re: [dev] How to show only one ticket state
>
> Yes, try it with the ACL, if you don't get it working send the code here
> and we'll take a look. We have used many ACLs for our system.
> 2013/8/27 Jan Řežab
> <honza at rezab.eu<mailto:honza at rezab.eu><mailto:honza at rezab.eu<mailto:
> honza at rezab.eu>>>
> Try this http://doc.otrs.org/3.0/en/html/acl.html.
>
> Kind regards
> Jan
>
> 2013/8/27 Guillermo Alberto Rosas Pereira <guillermo.rosas at softtek.com
> <mailto:guillermo.rosas at softtek.com><mailto:guillermo.rosas at softtek.com
> <mailto:guillermo.rosas at softtek.com>>>
> I have several ticket STATES, which for type OPEN are:
>
> ●         Open successful
>
> ●         Open
>
> ●         Open by X
>
> ●         Open by Y
>
>
> How can I configure the Next Ticket State field on “Agent Ticket Phone”
> to
> show ONLY one of those states and not the whole OPEN category. From
> Sysconfig, I can only configure the Next Ticket State to show or hide a
> whole category:
> Ex: hide ALL states configured as type OPEN  or show ALL states configured
> as type CLOSED, etc.
>
> I need to show only the state OPEN SUCCESFUL, but not the rest of the
> states configured as type  OPEN.
>
> I will appreciate your help .
>
>
>
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>
> --
> Rafa Quiñonero Figuerola
> Tlf: 0151-61436385<tel:0151-61436385>
> rafakorp at gmail.com<mailto:rafakorp at gmail.com><mailto:rafakorp at gmail.com
> <mailto:rafakorp at gmail.com>>
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>
>
> --
> Rafa Quiñonero Figuerola
> Tlf: 0151-61436385
> rafakorp at gmail.com<mailto:rafakorp at gmail.com>
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-- 
Rafa Quiñonero Figuerola
Tlf: 0151-61436385
rafakorp at gmail.com
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