ACL change following update to OTRS 6

[esaunders]

I'm testing upgrading our environment from OTRS 5 to 6. I noticed following the upgrade that an ACL I created doesn't behave the same. The goal of the ACL is to limit possible options in the Owner dropdown during certain Activity Dialogs across multiple Processes. For example, if I am logged in as an Agent and I select an Activity Dialog I've named "Reject" the only name that should appear in the Owner dropdown of that dialog is mine, forcing the Owner to be set to me.

In v5 this works perfectly. In v6 the drop-down value is empty, similar to the "Add empty value" functionality of a Dropdown Dynamic Field. If I click the dropdown arrow, my name is the only one that appears, but I want to save my Agents the extra step. ACL code below. Any insights appreciated.

---
- ChangeBy: esaunders.adm
ChangeTime: 2016-01-11 13:15:02
Comment: ''
ConfigChange:
Possible:
Ticket:
Owner:
- Eric Saunders
ConfigMatch:
Properties:
Process:
ActivityDialogEntityID:
- ActivityDialog-1f9e9c8618a09e0c2281bc86580b91e6
- ActivityDialog-e51eee6d91f5f77cb3b21fd11955a804
- ActivityDialog-5bc0a1c82c4b2015dfc52250ec560c1c
- ActivityDialog-629a7bb707f8168bc3592d51f59205fd
- ActivityDialog-6eb2dcbd1591305a68e23937eacf5fa9
- ActivityDialog-97ab976201b39f7c246e413a4031f086
- ActivityDialog-c9583eb1717a9ca72dd1d21a84826358
- ActivityDialog-969f68e5fe05239ac32b8504cc74fa73
User:
UserLogin:
- esaunders
CreateBy: x - boss
CreateTime: 2015-06-23 10:44:59
Description: In the Own, Quick Close, and Reject Activity Dialogs, if specified
Agent is logged in, limit Owner options to that Agent.
ID: '14'
Name: ALL-Processes-Own-QuickClose-Reject-Possible-Owner-esaunders
StopAfterMatch: 0
ValidID: '1'

[root]

Hi Eric,

For me, the Possible part with the Owner looks weird. I use NewOwner and please make sure that the shown agent name matches exactly the one in the ACL.

- Roy

[esaunders]

Hi Roy,

In the interest of more information, I modified the ACL to also include a Dynamic Dropdown field and the built-in Priority field and both were set as expected, according to the rule in the ACL (ie dropdown value was not initially blank). So this issue seems to be specific to the Owner field (and only in v6).

Ideally, I wouldn't even be presenting the Owner field to the Agent in the Activity Dialog. The field value change would happen in the background similar to a Transition Action, but I'm not sure how to configure the IF -> THEN logic other than in an ACL.

Can you explain how you use NewOwner? I tried using it in my ACL, but didn't have any luck.

Thanks,
+Eric

[root]

Hi Eric,

I've created an example process and ACL and it works exactly the way like you wrote on your initial post. With version 6 thee field is kept empty.
After playing around, I found out that disabling the SysConfig ModernizeFormFields would help, but you will lose the nice input fields.

The most convenient way is the free open-source add-on Znuny4OTRS-AutoSelect I've attached my working configuration with the screenshot

2020-08-31 at 6.25 PM.png

- Roy

P.S.: NewOwner is not used in activity dialogues, just in AgentTicketOwner.

[esaunders]

Hi Roy,

This is perfect! I can set the value via ACL and don't even have to display the field in the Activity Dialog. I would not have thought to look at add-ons to address this issue. Many thanks!!

+Eric