ACL to restrict next ticket state

[aph]

I would like to restrict the available options in the field 'next ticket state' based on a dynamic field value on the AgentTicketCompose screen. Bascially, I want to prevent agents from being able to close a ticket if a dynamic field does not have a certain value.

I came across this problem in the past and used a work around to hide the close button based on the value of a dynamic field. viewtopic.php?f=62&t=30068.
This solution does not work in this case.

How should the ACL built so that certain values are restricted in the next ticket state? What is the parameter name for 'next ticket state'? I tried both 'state' and 'stateID', yet no luck. Below is my ACL

Unbenannt_196.PNG

[RStraub]

Do you know that the filter catches correctly? You could start simple by filtering the dynamic field and forbid e.g. AgentTicketNote, that's easy to recognize.

For the State, I think it's case sensitive and the default has a lowercase "c" in closed.

[aph]

I checked that the filter is correct. I filter for queue, for action AgentTicketCompose and for a dynamic field Kategorie. Based on this I can restrict possible values of another dynamic field Subkategorie.

Unbenannt_198.PNG

For the State, I think it's case sensitive and the default has a lowercase "c" in closed.

As you suggested I checked that the name of the state is correct (all state names in my configuration start with a capital letter)
EDIT: I think I'm just missing the correct parameter name for 'next ticket state'

[crythias]

I would like to restrict the available options in the field 'next ticket state' based on a dynamic field value on the AgentTicketCompose screen. Bascially, I want to prevent agents from being able to close a ticket if a dynamic field does not have a certain value.

I came across this problem in the past and used a work around to hide the close button based on the value of a dynamic field. viewtopic.php?f=62&t=30068.
This solution does not work in this case.

How should the ACL built so that certain values are restricted in the next ticket state? What is the parameter name for 'next ticket state'? I tried both 'state' and 'stateID', yet no luck. Below is my ACL

Unbenannt_196.PNG

next ticket state is State.
https://otrs.github.io/doc/api/otrs/sta ... et.pm.html

Look at the case in TicketGet above.

[aph]

Well in that case can anyone explain why the ACL does not work. I do not have any other ACL that conflicts with this one.

[crythias]

Because Closed isn't a state? Because you don't have any possible not?

[aph]

Closed is a state in my configuration. I do not understand what you mean by

Because you don't have any possible not?

My ACL definition is:

Unbenannt_196.PNG

[aph]

Any ideas on this one?

[wurzel]

Hi,

can you show all your valid ticket states?

Flo

[aph]

can you show all your valid ticket states?

The valid states are:

Code: Select all

Name
Closed (type closed)
In Progress (type open)
New (type new)
Open (type open)
Waiting for reply (type pending reminder)
merged (type merged)
removed (type removed)

[wurzel]

Hi,

can you try the match section without dynamic fields?
Only:

Properties -> Frontend -> Action -> AgentTicketCompose
PossibleNot -> Ticket -> State -> Closed

Is this working?

Are you using root@localhost for testing? If yes, then don't.

Do you have more ACLs? If yes, show them, please.

Flo

[aph]

Solved it. I had an ACL that was conflicting with the new ACL and was being executed after the new ACL

[RStraub]

Ouch!