Problems with ACL-Configuration

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fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Problems with ACL-Configuration

Post by fullhouse »

Hello,

we have an acl that forces agents to 'classify' (setting a type, service and SLA) a ticket before being able to work on it. The ACL looks like this:

Image

I'd like specific roles to be able to work on the ticket even if its not classified yet. This is how i configured the ACL:

Image

Sadly it is not working. Can anyone help me in figuring out what i did wrong here?
wurzel
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Real Name: Florian

Re: Problems with ACL-Configuration

Post by wurzel »

Hi,

should work. Remember, they need to be in correct order.
First Deny, then Allow

Flo
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fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Problems with ACL-Configuration

Post by fullhouse »

Thanks for the quick reply.

Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.
wurzel
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Real Name: Florian

Re: Problems with ACL-Configuration

Post by wurzel »

Hi,

try to remove the type unclassified in the possible add acl
Just do the role config there.

Florian
OTRS 2025 SILVER (Prod)
OTRS 2025 auf Debian 12 (Test)
Znuny 7.x latest version testing auf Debian 12

-- 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.
fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Problems with ACL-Configuration

Post by fullhouse »

I tried that too but it's still not working.
Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new ticket comes in?
RStraub
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Joined: 13 Mar 2014, 09:16
Znuny Version: 6.0.14
Real Name: Rolf Straub

Re: Problems with ACL-Configuration

Post by RStraub »

That is correct. A deployed ACL will "work" right away on all existing tickets.

Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
fullhouse
Znuny newbie
Posts: 36
Joined: 13 Sep 2018, 11:58
Znuny Version: 6.0.12

Re: Problems with ACL-Configuration

Post by fullhouse »

No I didn't use that user. Configuring ACL's has always been weird to me it seems like sometimes they just work at random. thanks a lot for the help though.
skullz
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Re: Problems with ACL-Configuration

Post by skullz »

Try this

ACL001

Properties
- Type
-- Name
--- Unclassified

PossibleNot
- Ticket
-- State
--- closed successful


ACL002

Properties
- Type
-- Name
--- Unclassified

- User
-- Role
--- ABC

PossibleAdd
- Ticket
-- State
--- closed successful
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