Priority for separate customers

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tomekliw
Znuny newbie
Posts: 32
Joined: 02 Dec 2010, 11:17
Znuny Version: 3
Location: Poland

Priority for separate customers

Post by tomekliw »

Hi Everybody,

I need to have 4 priorities for every user (1 very low - 4 high) and 5 priorities for separarate group of customers (1 very low - 5 very high)
How can I implement such a situation in OTRS (ACL or something)?

Thanks in advance.
OTRS 3.1.10 on CentOS and MySql. Auth for customers and agents via both Active Directory and local database.
crythias
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Re: Priority for separate customers

Post by crythias »

Yes, ACL seems reasonable. I'd suggest turning on Customer Groups so the customers can be in the 5th priority group, then add an ACL that applies to that group.

http://doc.otrs.org/3.0/en/html/acl.html

(ACL entries go directly into Config.pm)

I'd recommend something like 18.3 with PossibleNot for the 5th item by default, then another ACL with the full list for 5th priority group.

YMMV.
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tomekliw
Znuny newbie
Posts: 32
Joined: 02 Dec 2010, 11:17
Znuny Version: 3
Location: Poland

Re: Priority for separate customers

Post by tomekliw »

Customer groups worked ;-)

Code: Select all

	$Self->{TicketAcl}->{'ACL6'}={
	Properties => {
		CustomerUser => {
				Group_rw => [
				'managers',
				],
			},
		},
		Possible => {
				Ticket => {
					Priority => [
					'1 very low',
					'2 low',
					'3 normal',
					'4 high',
					'5 very high',
					],
			},
		},
	};
	$Self->{TicketAcl}->{'ACL5'}={
	PropertiesNot => {
		CustomerUser => {
			Group_rw => [
			'managers',
			],
		},
	},
	Possible => {
		Ticket => {
			Priority => [
					'1 very low',
					'2 low',
					'3 normal',
					'4 high',
			],
		},
	},
	};
OTRS 3.1.10 on CentOS and MySql. Auth for customers and agents via both Active Directory and local database.
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