[SOLVED] Show FreeText depending on Ticket Type

[rafaqf]

I'm trying to create an ACL to show different TicketFreeText fields depending on the selected ticket type (I'm using OTRS 3.0.11 with KIX4OTRS) when an agent creates a new Email Ticket, as our client wants the ticket system to have 2 different products, and we are making the difference between them with the ticket types.

Besides from the modification of the Config.pm to create the Ticket Acl, should all the fields be created before? Or should they also be created with the ACL in the Config.pm? With this I mean, do I need to create them via SysConfig, or should they all be created via Config.pm without being declared in the SysConfig?

I've been trying this without succes:

Code: Select all

$Self->{TicketAcl}->{'ACL-FreeText'} =
    {
        Properties =>
        {
                Ticket =>
                {
                        Type => ['Type1'],
                },
                Frontend =>
                {
                        Action => ['AgentTicketViewEmailNew'],
                },
        },
        Possible =>
        {

                Ticket =>
                 {
                            TicketFreeKey1 => ['OperatingSystem'],
                            TicketFreeText1 => ['Linux', 'Windows', 'MacOs'],
                },
        },

    };

And the next ACL is working fine for us, showing different Services depending on the Ticket Type

Code: Select all

$Self->{TicketAcl}->{'ACL-tipos'} = {
        Properties => {
            Type => {
                Name => ['Type1'],
            },
        },
        Possible => {
            Ticket => {
                Service => ['[RegExp]^Services-Cell'],
            },
        },
    };

An idea: Could be possible that to show FreeText when a Type (or a Template would also be suitable for me) is selected we need to make the FreeTicketText able or not modifying the value at Ticket::Frontend::AgentTicketEmail###TicketFreeText?? 0 is disabled and 1 is enabled.

Maybe an ACL is not the right way to accomplish what I want?

Thank you very much for your help, any suggestion is welcome!

[crythias]

viewtopic.php?f=60&t=8032

[rafaqf]

Thanks Crythias,

That means that ACL is not the right way to achieve what I want, isn't it?

And another question, as I'm using KIX4OTRS, I have more than one file called AgentTicketEmail.dtl, which one is the one we have to modify?

Thank you very much again,

Rafa

[crythias]

You modify the one that applies to your theme.

[rafaqf]

You modify the one that applies to your theme.

Can I have only one ACL rule in the Config.pm? If yes, how can I have more than noe ACL? I've read about using an own file ACL.pm and put it inside Kernel/Config/Files, but it doesn't work. How can I achieve that?

Thank you very much,

Rafa

[crythias]

Take a look at this: viewtopic.php?f=60&t=11235

[rafaqf]

Take a look at this: viewtopic.php?f=60&t=11235

I'm sorry but that's not an answer to my question. My question is hpw to use several ACL inside Config.pm, is there any rule? Because I'm writting more than one ACL in Config.pm, and only one works. Both are identical, with no errors either in SysConf.

If I write them in a file inside Kernel/Config/Files, I have the same problem, only one ACL is working.

[crythias]

It's an array. If you want more entries use different names.