[SOLVED] Trying to hide process ticket with ACL.

[Rhendak]

Hello all,

I'm trying to make a specific process management ticket only available to one user only. However I cannot get it to work.

This is what I currently have configured in my ACL:


I've also tried it the other way around by trying to hide other process management tickets for this user with "possiblenot", but neither way works.

As you can see in the image below, I did mention the right process-ID:


As you can see in this screenshot, the user can still see the request:


Is there anyone who can explain me what I'm doing wrong or why this is not working?

[root]

Hi,

Your ProcessID is no c366... its Process-c366

You need to use this value in the ACL

- Roy

[Rhendak]

Thanks for your reply Roy. I've applied your suggestion however it still doesn't seem to work correctly. I've tried using both "Possible" and "PossibleNot".

I've now done this:


Process ID:


However the process is still visible to the user:

[root]

Hi Robin,

Check your Match settings:

- Why are you using PropertiesDatabase? See the explanation in the manual

- You want to match a user (=agent) and a customeruser in one ACL. Since there is no User in the customer interface you should consider two ACLs, ne for the agent interface and one for the customer interface.

- Roy

[Rhendak]

Hi Robin,

Check your Match settings:

- Why are you using PropertiesDatabase? See the explanation in the manual

- You want to match a user (=agent) and a customeruser in one ACL. Since there is no User in the customer interface you should consider two ACLs, ne for the agent interface and one for the customer interface.

- Roy

Thanks Roy, this reply has solved my issue!