just a follow up to say that now everything seems finally to work for me
.
Here is my piece of code:
Code: Select all
$Self->{TicketAcl}->{'ACL-Customer-Services'} = {
Properties => {Frontend => {Action =>
['CustomerTicketMessage']}, },
# Show Services for Queues
Possible => {Ticket => { Service =>
['[RegExp]::','[RegExp]^*']} } };
$Self->{TicketAcl}->{'ACL-Name-1'} = {
# match properties
Properties => {
Queue => { Name => ['[RegExp]^Internal Usage'] },
},
Possible => {
Ticket => { Service => ['[RegExp]::',
'[RegExp]^Gold',
'[RegExp]^Bronze',],
},
},
};
$Self->{TicketAcl}->{'ACL-Name-2'} = {
# match properties
Properties => {
Queue => { Name => ['[RegExp]^Xportal'] },
},
Possible => {
Ticket => { Service => ['[RegExp]::',
'[RegExp]^Gold',
'[RegExp]^Platinum',],
},
},
};
$Self->{TicketAcl}->{'ACL-Name-3'} = {
# match properties
Properties => {
# NOTE THE SYNTAX FOR SUBQUEUES
Queue => { Name => ['[RegExp]^Security::Networking'] },
},
Possible => {
Ticket => { Service => ['[RegExp]::',
'[RegExp]^Gold',
'[RegExp]^Silver',],
},
},
};
I have defined 4 services (Bronze, Silver, Gold, Platinum) with their corresponding SLAs.
With the settings above on the Customer console all my queue presents as a default all the 4 Services,
Internal Usage queue shows only Gold and Bronze
Xportal queue shows only Gold and Platinum
Security::Networking (Networking is a subqueue of Security) shows only Gold and Silver
I tested also the case if a customer does not have all services mapped, for example let's say custom1 can is mapped to all services, but "Silver" and the system replies as expected: Security::Networking for custom1 shows only Gold service.
That's all, if this was a thread of mine I'd set it SOLVED.
I'd like to thank you all of you for your hints and time.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
