ACL Issue Post v5 Update

[retro2707]

Hi,

Since I have upgraded to the latest v5 OTRS from v4 I have had an issue with the ACL's working. See below. What am I doing wrong here? Any ideas? The ticket is in 3rd line and I am a member of Role 3rd Line, but I dont get the Close option in the ticket. If i disable the rules I have the close option. I took this from the ZZZACL.pm file although we use the GUI for our rules.

Thanks.

Code: Select all

$Self->{TicketAcl}->{'a - Default lockdown for Tech centre'} = {
  'Possible' => {},
  'PossibleAdd' => {},
  'PossibleNot' => {
    'Action' => [
      'AgentTicketClose'
    ]
  },
  'Properties' => {
    'User' => {
      'Role' => [
        '2nd Line',
        'Service Desk',
        'IT Manager',
        '3rd Line'
      ]
    }
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

Code: Select all

$Self->{TicketAcl}->{'c - Tech Centre Post Catagorization'} = {
  'Possible' => {},
  'PossibleAdd' => {
    'Action' => [
      'AgentTicketClose'
    ]
  },
  'PossibleNot' => {},
  'Properties' => {
    'Queue' => {
      'Name' => [
        '3rd Line'
      ]
    }
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => '1'
};

[retro2707]

Hi,

Can I provide any more information to you to help troubleshoot this? We want to get the system upgraded but we need this sorting before we go live.

Thanks a lot,

Brendan

[Charmacas]

You're using roles for denying and queues for allowing.

May that be the problem?

[wurzel]

Hi,

the PossibleNot denies it for the Roles in the first ACL.


You have to use the Properties section of the second with
Properties
Role xyz
Queue 3rd Line

Possible Add


Florian

[retro2707]

I have tried it like you mentioned and no change.

Just to keep things simple I tried the following 2 acls. These work as expected (Ticket type incident is shown) on v4 but dont work on v5 (Type incident is hidden).

Code: Select all

$Self->{TicketAcl}->{'y - PossibleNot'} = {
  'Possible' => {},
  'PossibleAdd' => {},
  'PossibleNot' => {
    'Ticket' => {
      'Type' => [
        'Incident'
      ]
    }
  },
  'Properties' => {},
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

Code: Select all

$Self->{TicketAcl}->{'z - PossibleAdd'} = {
  'Possible' => {},
  'PossibleAdd' => {
    'Ticket' => {
      'Type' => [
        'Incident'
      ]
    }
  },
  'PossibleNot' => {},
  'Properties' => {},
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

The issue seems to be with"possiblenot" I cannot get the items to appear again with "possibleadd" when using v5. Other types of ACL's work fine in v5 however.

I have checked with the documentation and it seems to indicate it should work the same way in v5... Can anyone else confirm this problem? Im starting to think this is a bug.

Thanks for your help so far.

[Charmacas]

I have an ACL working which denies a status and after that adding it back to the wanted Roles. So in my case it works fine.

Which version do you exactly use?

[retro2707]

Hi,

See versions below:

5.png

[retro2707]

I believe i have identified this as an issue with Kix. I have emailed their support and will let you know what I find out.

[DavidB]

Hi retro2707,

Did you get any feed back? We are currently experiencing the exact same situation after an update to OTRS v5.

Thank you

[DavidB]

The response from KIX was as follow :
the bug is still in the analysis.
Please disable the sysconfig key "Ticket::ACL-PossiblePropertiesSubsumption" and try again.

Disabling the configuration did fix this situation in our case.