Disable forward button in itcket zoom.

[tripti_rai2005]

i want to disable the forward button after it has been clicked once to avoid multiple forwards.Could you help me as to how i can achieve this?
Also i want to display the forward button based on the ticket type.
For example i have to types in my otrs installation.1.Issue 2.Enhancement.
i want to display the forward button only for ticket type enhancement.

[jojo]

for display it based on Ticket Type, use ACLs.

For display it only one time, you need to develop the feature

[tripti_rai2005]

I have written the below ACL and entered it in config.pm.Could you please verify if its correct.I am trying to enable the forward button only for ticket type=enhancement
Apart from making changed to config.pm are there any other changes that need to be made?



# ACL Config to enable move to portfolio button only for enhancements.

$Self->{TicketAcl}->{'101-Second-Example-ACL'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Type => ['ENHANCEMENT'],
}
},
# return possible options (white list)
PossibleNot => {
# possible ticket options (white list)
Ticket => {
Type => ['ISSUE'],
},
# possible action options
Action => {
AgentTicketBounce => 1,
AgentTicketClose => 0,
AgentTicketCompose => 1,
AgentTicketCustomer => 1,
AgentTicketForward => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketLink => 1,
AgentTicketLock => 1,
AgentTicketMerge => 1,
AgentTicketMove => 1,
AgentTicketNote => 1,
AgentTicketOwner => 1,
AgentTicketPending => 1,
AgentTicketPhone => 1, # only used to hide the Split action
AgentTicketPhoneInbound => 1,
AgentTicketPhoneOutbound => 1,
AgentTicketPrint => 1,
AgentTicketPriority => 1,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentTicketZoom => 1,
AgentLinkObject => 1, # only used to hide the Link action
},
},
};

[jojo]

AgentTicketForward => 1, should be set to 0

[tripti_rai2005]

Done that.
Even then the forward button appears for all ticket types.Any other config changes required?Could you give me a sample ACL just to test if i am going on the right path?

[tripti_rai2005]

ACL name can be any random name or there is a logic behind that?

[crythias]

'101-Second-Example-ACL' can be anything but subsequent same labeled acls will overwrite previous.

[jojo]

you also use the Actions in the PosibleNot section, it should be in the possible section. I suggest to divide the ACL in 2

1) don't allow to change the Ticket Type if Type is Enhancement
2) Forbid to use forward if Type is Enhancement

[tripti_rai2005]

I am unable to get this working but.I have followed all the instructions

[tripti_rai2005]

I want to forbid the use of forward button for ticket type ISSUE.
Is the below ACL Correct?Please highlight the lines that seem incorrect to you.

$Self->{TicketAcl}->{'101-Second-Example-ACL'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Type => ['ENHANCEMENT'],
}
},
PossibleNot => {
# possible ticket options (white list)
Ticket => {
Type => ['ISSUE'],
},
# possible action options
Action => {
AgentTicketBounce => 1,
AgentTicketClose => 0,
AgentTicketCompose => 1,
AgentTicketCustomer => 1,
AgentTicketForward => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketLink => 1,
AgentTicketLock => 1,
AgentTicketMerge => 1,
AgentTicketMove => 1,
AgentTicketNote => 1,
AgentTicketOwner => 1,
AgentTicketPending => 1,
AgentTicketPhone => 1, # only used to hide the Split action
AgentTicketPhoneInbound => 1,
AgentTicketPhoneOutbound => 1,
AgentTicketPrint => 1,
AgentTicketPriority => 1,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentTicketZoom => 1,
AgentLinkObject => 1, # only used to hide the Link action
},
},
};

[tripti_rai2005]

I dont want to divide the ACL in two sections.As there may be cases where one would change the type from issue to enhancement and then use forward button.

[tripti_rai2005]

anyone?

[jojo]

divide the ACL in 2 parts as I told you already

[tripti_rai2005]

You did not get my point.Anyways my problem is solved now.Thanks!

[crythias]

there may be cases where one would change the type from issue to enhancement and then use forward button.

Which is a perfect reason to use another ACL.

[tripti_rai2005]

I want that ability.They should be able to move an issue to enhancement and then use forward button.This functionality i need .Hece i dont need 2ACLs.
For my requirement i used following ACL and it works fine for me.

Code: Select all

$Self->{TicketAcl}->{'ACL-Name-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Type => ['ENHANCEMENT'],
            }
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                State => ['new', 'open', 'pending reminder'],
            },
            # possible action options
            Action => {
                AgentTicketBounce        => 1,
                AgentTicketClose         => 0,
                AgentTicketCompose       => 1,
                AgentTicketCustomer      => 1,
                AgentTicketForward       => 0,
                AgentTicketFreeText      => 1,
                AgentTicketHistory       => 1,
                AgentTicketLink          => 1,
                AgentTicketLock          => 1,
                AgentTicketMerge         => 1,
                AgentTicketMove          => 1,
                AgentTicketNote          => 1,
                AgentTicketOwner         => 1,
                AgentTicketPending       => 1,
                AgentTicketPhone         => 1,
                AgentTicketPhoneOutbound => 1,
                AgentTicketPrint         => 1,
                AgentTicketPriority      => 1,
                AgentTicketResponsible   => 1,
                AgentTicketWatcher       => 1,
                AgentTicketZoom          => 1,
                AgentLinkObject          => 1,
            },
        },
    };

[jojo]

so you miss the part:

Code: Select all

PossibleNot => {
# possible ticket options (white list)
Ticket => {
Type => ['ISSUE'],
},

which you posted first