Using ACL's to auto fill fields in New ticket form

[kckoll]

08/02/2016 14:10:45Kent Kollasch
I have defined multiple helpdesks within OTRS, i.e. ECR, IT, Maintenance, and Safety. I would like to set the "to queue" field based on the type selected, i.e. ECR::Incoming or IT::Incoming, etc. I would also like to enable different dynamic fields. Is this possible using ACLs?

[Eggllo]

If you are using this to limit customers I think your best bet would be to use generic agents rather than ACLs. From the web interface you could remove the option to set a queue completely through SysConfig, and then just use a generic agent to set the queue (based on type) when the ticket is created, or set a postmaster filter if they are coming in through email. You could do the same for any dynamic fields you have, just set them with the same generic agent you use to set the queue.

[kckoll]

Thanks for the response. I hate to sound like a total newbie, but what do you mean by generic agents?

[kckoll]

I guess I should have looked before I posted. I found the generic agent. I'll have to play around with it to see if it will do what I want.
Thanks again...

Kent

[Eggllo]

To get you started, there is an option for generic agents to trigger when a ticket is created, under "Event based execution (single ticket)". There is also an option to filter tickets under "Select Tickets." If you use ticket create in conjunction with filtering based on type, and "Update/Add" any ticket attributes you want to change, you should be able to get the results you're looking for.

If you're looking for the queue to be based on type, and don't want the customers to be able to select the queue, then you could change Ticket::Frontend::CustomerTicketMessage###Queue in SysConfig to "No" and then let the generic agent do the queue selection.

Check out the documentation here to help with generic agents as well:
https://otrs.github.io/doc/manual/admin ... nericagent