ACL to restrict next ticket state
Moderator: crythias
ACL to restrict next ticket state
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
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
You do not have the required permissions to view the files attached to this post.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: ACL to restrict next ticket state
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.
For the State, I think it's case sensitive and the default has a lowercase "c" in closed.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: ACL to restrict next ticket state
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.
EDIT: I think I'm just missing the correct parameter name for 'next ticket state'
As you suggested I checked that the name of the state is correct (all state names in my configuration start with a capital letter)RStraub wrote:For the State, I think it's case sensitive and the default has a lowercase "c" in closed.
EDIT: I think I'm just missing the correct parameter name for 'next ticket state'
You do not have the required permissions to view the files attached to this post.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: ACL to restrict next ticket state
next ticket state is State.aph wrote: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
https://otrs.github.io/doc/api/otrs/sta ... et.pm.html
Look at the case in TicketGet above.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: ACL to restrict next ticket state
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.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: ACL to restrict next ticket state
Because Closed isn't a state? Because you don't have any possible not?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: ACL to restrict next ticket state
Closed is a state in my configuration. I do not understand what you mean by
My ACL definition is:crythias wrote:Because you don't have any possible not?
You do not have the required permissions to view the files attached to this post.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: ACL to restrict next ticket state
Any ideas on this one?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: ACL to restrict next ticket state
Hi,
can you show all your valid ticket states?
Flo
can you show all your valid ticket states?
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: ACL to restrict next ticket state
The valid states are:wurzel wrote:can you show all your valid ticket states?
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)
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: ACL to restrict next ticket state
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
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
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: ACL to restrict next ticket state
Solved it. I had an ACL that was conflicting with the new ACL and was being executed after the new ACL
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
-
- Znuny guru
- Posts: 2210
- Joined: 13 Mar 2014, 09:16
- Znuny Version: 6.0.14
- Real Name: Rolf Straub
Re: ACL to restrict next ticket state
Ouch!
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS