Different states for different Companies/Groups(/Customers)

[Nicsoft]

Hi!

I am using OTRS:ITSM 3.0.1.

I want to configure different states for different companies in a multi-company setup. Usually, different companies have different needs for states. I want to do this for Incident, Problem and Change. I couldn't find anything about this in the OTRS documentation.

How do I do this?

Thank you in advance!

[root]

Probably an ACL will be your friend.

[Nicsoft]

Thank you for your reply.

How can I use ACL for this?

[Nicsoft]

I think I found the answer here (point 3 and 4): http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68

I will try it out but it seems to be the solution.

[root]

Here is a small example:

Code: Select all

# ticket acl
$Self->{TicketAcl}->{'ACL-Name-2'} = {
   # match properties
   Properties => {
   # current ticket match properties
      Ticket => {
      Queue => ['Company1'],
   }
 },
 # return possible options (white list)
 Possible => {
   # possible ticket options (white list)
   Ticket => {
     Type => ['Icindent', 'Change'],
   },
 },
};

You can retrieve the available ticket types from Type in the admin area.

Also check this wiki post http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=68 and give it a try

hth, Roy

[Nicsoft]

Thank you, we found the same faq at the same time. I will look into this.