process ticket landing problem.

[milovikasse]

Hi, I am trying to create new process ticket for leave management for employee, Flow has been created and it is working fine but it is not fulfills requirement because every once can see the approved or denied ticket in group members. I want only see the ticket how have started the process. Process is as following

employee ----> manager (For Approve or Deny)---->HR Manager (IF Approved From Manager)---->Employee(After Approval or Denied From HR)-Close ticket successfull
----->Employee (IF Deny Form Manager)----Close unsuccessfull
------>Employee(IF Deny From HR)----Close unsucessfull


Thanks In Advance.

[wurzel]

Hi,

that is a permission issue. So you need to review:
groups
roles
roles <-> groups
queue permissions to roles/groups

Agents <-> roles

Without this information a debugging is very difficult.

Florian

[milovikasse]

Can you please give me some examples for better understanding. I didn't found any document for roles but I made some groups and agents.

agents is hr.manager added to hrqueue and hrgruop with complete permission and hr.agent1 and hr.agent2 is added with this same group and queue with complete permission so every can work on request ticket in HR.

agent rnd.manager is added to rndqueue and rndgroup with complete permission and rnd.agent1 and rnd.agent2 both are permitted to access rndqueue ticket and add to rndgroup.

And I created more then 10 customers ( Employees) that can create process ticket.

I tried to explain here my scenario... if you need any more info please ask

Thanks In Advance.

[milovikasse]

Still looking for help please...

[milovikasse]

still looking for reply

[RStraub]

Well since you bumped so nicely. I have a hard time understanding your problem.

From what I understand, you want to restrict read-permissions of a ticket to people involved with it (like created, responsible etc...) is that correct?

[milovikasse]

Thank you for your reply....

yes, exactly

GroupName: ITManager HRManager HRAgent,
Agent: ITManager HRManager HRAgent
QueueName: ITManagerQueue HRManagerQueue HRAgentQueue

Only one Agent "ITManager" is added to "ITManager" Group and "ITmanagerQueue"
Only one Agent "HRManager" is added to "HRManager" Group and "HRManagerQueue"

With this scenario only ITManager can see this process ticket in ITManager Group and ITManagerQueue but when ticket returns to agetn1 group every other agents can see this process ticket. That is problem here I want only one agent should have read permission to that ticket who have started the process not every agent in that group.

Thanks

[RStraub]

That's some kind of dynamic ACL. As far as I know you can only use fixed values in ACLs.

If you want a dynamic ACL you'd need to develop it.

[milovikasse]

OK, but I don't have any Idea to do that, trying to learn otrs myself and I am totally new to this, can you please give me some hints or example to do that.

Thanks in advance.

[RStraub]

Weeeell, if you are completly new to this, it might be a bit much as first project:

- Create the framework (.xml - for registration and config, .pm for the actual code)
- Make sure to register and write the module in Kernel::System::Ticket::Acl::*
- Create filters and exit points according to your needs
- Add your ACL (with a unique name) to the Param Hash

As example, this is an ACL which restricts all ActivityDialogs:

Code: Select all

    $Param{Acl}->{'CustomACLRestriction'} = {
        PossibleNot => {
            ActivityDialog => [],
        },
    };

[milovikasse]

thanks for reply...

it looks very difficult for me... I don't have any experience on framework or writing module....

Weeeell, if you are completly new to this, it might be a bit much as first project:

- Create the framework (.xml - for registration and config, .pm for the actual code)
- Make sure to register and write the module in Kernel::System::Ticket::Acl::*
- Create filters and exit points according to your needs
- Add your ACL (with a unique name) to the Param Hash

As example, this is an ACL which restricts all ActivityDialogs:

Code: Select all

    $Param{Acl}->{'CustomACLRestriction'} = {
        PossibleNot => {
            ActivityDialog => [],
        },
    };

[RStraub]

Yeah. Thought as much:

Weeeell, if you are completly new to this, it might be a bit much as first project:

But I atleast don't know another way to get a dynamic ACL.