Customer Type drop-down with limited view

[agcook]

Greetings,

We are currently in a pilot phase using OTRS 2.4.7 with ITSM 1.3.2 and I have yet discover a way to limit the "Type" dropdown for the customer frontend. So, for example, I'd only like "incident" and "service request" to be available to the customer but all types available to the agent. Hopefully that makes sense. An even better alternative would be to just default all customer tickets to "Incident::ServiceRequest."

I have looked at the ACL information in the manual but it is not very descriptive.

Any help is appreciated.

Andres Cook
OTRS Version: 2.4.7
ITSM Version: 1.3.2
Architecture: Windows 2003, Apache Web Server, MySQL, and Perl

[jojo]

Have a look on http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

[agcook]

Thank you jojo for your response. I had seen this before but being a newbie it is not very intuitive. So for example, in the code sample:

* 'ACL-Name-2', 'ACL-Name-Test', etc... - Are these just identifiers that do not affect anything? So I could say 'ACL-Customer-Types'?
* under property matches, if I am trying to identify my entire customer base and I am not using customer groups, how do I do that? Or would I not do that and simply match:
* Ticket => { Type => ['Incident::ServiceRequest'], ? And then under "posible ticket options," is there an option for "Type"?
* # possible ticket options (white list)
Ticket => {
Queue => ['Hotline', 'Koordination'],
State => ['some state'],

My interpretation of the sample code would create something like:

Code: Select all

# ticket acl
 $Self->{TicketAcl}->{'ACL-Customer-Types'} = {
# match properties
 Properties => {
 Frontend => {
 Action => ['customer'], --> doesn't seem correct
 },
# current customer user match properties -> really not sure about this!
 CustomerUser => {
 Group_rw => [
 'info', 'users',
 ],
# remove options (black list)
 PossibleNot => {
 # possible ticket options (black list)
 Ticket => {
 Type => ['Incident', 'Problem']
 },

I will play around with this but if you could give me more details around the ACL I would be very greatful - again, please forgive my newbieness

[agcook]

There is still much I dont understand about ACLs and the inherent relationships within OTRS but here is what I did that worked for me to limit the "Type" dropdown on the Customer's frontend:

Code: Select all

$Self->{TicketAcl}->{'ACL-Customer-Type'} = {
    Properties => {
        Frontend => {
           Action => ['CustomerTicketMessage'],
        },
    },
    Possible => {
        Ticket => {
            Type => ['Incident', 'Incident::ServiceRequest'],
         },
    },
};

I hope this helps another newbie

[pekkaar]

Hi,

it actually helped me a lot. Since I am not using ITSM, I simply changed your 'Type' to 'Queue' and thus filtered out the Junk, Raw, Misc, etc. items from the list of queues so the particular customer user really sees the relevant ones only.

I probably would've had to spend days to figure this out... thanks for sharing!

Peter

[lakshan]

Hi,

Yes thanks for the post very useful, i also had the same issue but still I'm facing some difficulties, what I'm trying to do is Filter the types eg:- Problem Report, Service Request etc. base on the queue, by default it should show all the types and queues but when click on the Problem Report type it should list only the queues relevant to the type, how can i do this your code helps me a little but i feel difficult to build that code according to my requirement

Appriciate if some one can send me sample code which can select two types for different queues

Eg:-

Type :- Problem Report
Queues :- OS , PC etc

Type :- Service Request
Queue :- Hardware , purchase

Thanks