Customer Portal not loading services when ACLs are valid

[iclaude]

Greetings,

I am having problems with my OTRS Community 6.0.30 Installation.
Services are not Loading when ACL´s are turned ON for process tickets in the customer portal.

I have tried the following test:
Switched of all ACLs and it only shows some of the services but all services are checked in the Admin > Customer User-Service Relations.

The Error(When ACLs are valid):

ProcessTicket-Error.jpg

When ACLs are invalid(these are not even this process services):

ProcessTicket-Error-2.jpg

What can I do to Fix This?

Thank you in advance

Best Regards

[skullz]

That maybe means the ACL is incorrect..
Do share your ACL 1st

[iclaude]

Greetings Skullz,

Thanks for your reply.
Find attached the ACL.

Best Regards,

[skullz]

I just added my own process id and services..work fine..
i guess the regex may be the issue

acl1a.png

acl1b.png

RESULT

acl-2.png

[iclaude]

Good day Skullz,

Thanks for your answer.
So what do you suggest I do?
I have tried building another ACL and It is not working. What else should I check?

Mind you that this problem is happening in the Dev Installation, the Production Installation is working fine.
The Dev installation has more information.

Best Regards,

I just added my own process id and services..work fine..
i guess the regex may be the issue

acl1a.png

acl1b.png

RESULT

acl-2.png

[skullz]

1. Perhaps recheck the ProcessEntityID..maybe it has different ID from production..

2. Also try to use exact services name instead..

3. Also check another ACL that disabled/hide the services.

4. ACL is executed one by one..so i would check any ACL that perhaps overwrite/executed over this ACL.

[iclaude]

I have Tried the following:

1. The ProcessID for all processes are the same on DEV and Production;
2. I have disabled all ACLs on the DEV Installation and even with that it does not show all services, it only shows the few below(for all processes) and I did the following:

Process-Services.jpg

Please take in mind that these are not these processes services and all ACLs are disabled.

2.1. I Went to Customer Users - Services and removed(unchecked) the services from 1. Particulares(image below) but when I go to the customer portal it still shows the same information shown on the image above(on number 2.):

Process-Services-2.jpg

2.2. The services only disappear when I disable them on Admin > Services:

Process-Services-5.jpg

What else or where else should I check ?

Best Regards

[skullz]

Also check the default services..
Its also at the Admin > Services (on the left screen)

[iclaude]

Hi Skullz,

All Services on Default Services are checked on both environments(DEV and Production).
I just unchecked them for the test I was doing on the 2.1. of my last reply.

Best Regards,

[iclaude]

Also check the default services..
Its also at the Admin > Services (on the left screen)

Hi Skullz,

All Services on Default Services are checked on both environments(DEV and Production).
I just unchecked them for the test I was doing on the 2.1. of my last reply.

One thing I also noticed is that I see different results for the same process for two different customer users with different CustomerIDs:

Customer User 1 - CustomerID: DSI-GSI01

ProcessTicket-DSI-GSI01.jpg

Customer User 1 - CustomerID: DRE-AREM1-ARE11-AG001

ProcessTicket-DRE-AREM1-ARE11-AG001.jpg

Mind you that all ACLs are disabled.
Do you have any ideas of what I can do ?

Best Regards,

[skullz]

Let me recap

- All ACL disabled
- Default service untick / unassigned

How about each customer user services?
Do both of them have same services allocated to them?

Try remove them all first, then use Default Services assignment instead.

[iclaude]

Let me recap

- All ACL disabled
- Default service untick / unassigned

How about each customer user services?
Do both of them have same services allocated to them?

Try remove them all first, then use Default Services assignment instead.

Hi Skullz,

Thank you for your reply.
Both customers have the same services allocated to them because I only use Default Services assignment.

As you can see I did the following:

1. I Unchecked all Services on Default Services:

ProcessTicket-20240506-#1.jpg

2. I Still see the same results for both users:

a) Customer User 1 - CustomerID = DSI-GSI01

ProcessTicket-20240506-#2.jpg

a) Customer User 2 - CustomerID = DRE-AREM1-ARE11-AG001

ProcessTicket-20240506-#3.jpg

What other Tests can we make?

Best Regards

[skullz]

Do you have any 3rd party addon that related to the Services?
Do also check $HOME/Kernel/Config.pm..
Or any files that not standard OTRS in $HOME/Kernel/Config/Files/*