acl to filter state list SOLVED

[rodolfor]

Hi all.
In communication forms, I need to filter only a subset of states available for agent, in function of the queue of the ticket.
In this case, if the queue belongs to group 9 I want to show only states with name starting by "SC "

But this ACL do not change nothing in state list.
Where I'm wrong ?
Thanks

Code: Select all

  ConfigMatch:
    Properties:
      Frontend:
        'Frontend ':
        - AgentTicketPhone
        - AgentTicketEmail
      Queue:
        GroupID:
        - '9'
  ConfigChange:
    Possible:
      Ticket:
        State:
        - '[regexp]^SC\s'

[root]

Hi,

Your frontend part never matches. The matching part fo your ACL should look like this:

Code: Select all

Properties:
      Frontend:
        Action:
        - AgentTicketPhone
        - AgentTicketEmail
      Queue:
        GroupID:
        - '9'

See also the possible properties in the manual.

- Roy

[rodolfor]

Thanks Roy.
I discovered thant case sensitive is crucial.
This ACL works:

Code: Select all

  StopAfterMatch: 0
  ValidID: 1

  ConfigMatch:
    Properties:
      User:
        Group_rw:
        - Customer service

  ConfigChange:
    Possible:
      Ticket:
        State:
        - '[regexp]^SC\s'
        - '[regexp]^010\s'
        - '[regexp]^020\s'
        - '[regexp]^110\s'

[root]

Thanks Roy.
I discovered thant case sensitive is crucial.
This ACL works:

Code: Select all

  StopAfterMatch: 0
  ValidID: 1

  ConfigMatch:
    Properties:
      User:
        Group_rw:
        - Customer service

  ConfigChange:
    Possible:
      Ticket:
        State:
        - '[regexp]^SC\s'
        - '[regexp]^010\s'
        - '[regexp]^020\s'
        - '[regexp]^110\s'

Yes, but this ACL is quite different from the 1st one. Here are the agent's groups checked, not the queue groups.

- Roy

[rodolfor]

You have reason.
This solution works only because this groups are the same.
I choose this solution because otherwise, if I extract the groupID from property > ticket > queue , in the "Close ticket" action (I do not have the queue displayed) the filter was not applied.