Restrict a queue to a service

[igoralvarez]

Hi,

I need to restrict a queue when i select a service. For explample when i choose a service i want see only a one queue. How can i do this??

[eandrex]

Hi, you can do this by using ACL

http://otrs.github.io/doc/manual/admin/ ... n.html#acl

if you are really using OTRS 3.1.1 you should update to a more recent version

Code: Select all

$Self->{TicketAcl}->{'10-RestrictQueue'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Service => ['SelectedService'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            Queue => ['YourOnlyQueue'],
        },
    },
};

I recommend using ServiceID/QueueID instead of Service/Queue.. in that way you can later change the name of the service without affecting your flow

[wheelshot]

If you install KIX4OTRS module you also have a feature there allowing you to setup queue per service. Easier to setup on admin side but less intuitive for agents cause even though they select a queue, when they select the service, it'll be updated, etc. The ACL way is good but a lot of management to keep track of and playing with ACLs can be critical if you handle it badly for the customer or helpdesk overall. Better test it carefully