Priority for separate customers

[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.

[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.

[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',
			],
		},
	},
	};