Lock the priority field

[Danlam156]

Hello,

our priorities are automatically chosen by selecting the Service and the Impact.
Is there a possibility to lock the priority field, so that it isnt't manually changeable?

Best regards

[crythias]

First: look for the word "Priority" in SysConfig to see if there's an entry related to the screen you'd like to disable priority.
If not, go to the .dtl and remove the Priority entry for the form on the screens you'd wish it not to appear.

[Danlam156]

Hello,

I haven't found any option in the SysConfig that helps me by this problem.
In the .dtl I also found no possibility to disable the priority field. I could use the option "disabled" in the Layout.pm, but then all dropdown menus get disabled.

In our company the SLA always gets chosen depending on the priority (for example SLA 1 by priority 1, SLA 2 by priority 2...).
I could hide the priority field, but then the SLA has to be chosen automatically. Is there a possibility to choose the SLA automatically depending on the priority?

[crythias]

By disable I mean remove.

[Danlam156]

By disable I mean remove.

I haven't found anything for removing the priority.

Like I said, the SLA always gets chosen depending on the priority (for example SLA 1 by priority 1, SLA 2 by priority 2...).
If anybody can tell me how the SLA can be chosen automatically depending on the priority, it would help me a lot!

[crythias]

our priorities are automatically chosen by selecting the Service and the Impact.
Is there a possibility to lock the priority field, so that it isnt't manually changeable?

I misread the question.

the SLA always gets chosen depending on the priority

Create an ACL.

Determine if you're choosing the priority, and therefore the SLA, or the SLA, and therefore the priority.

Or if you're selecting a Service and Impact and therefore the priority.

In these two quotes, it sounds like Service + Impact = Priority = SLA

http://doc.otrs.org/3.1/en/html/ch18s02.html

Basically, test for Properties, set Possible.

[Danlam156]

Thanks for your answer.

I just tried it with the following code...

Code: Select all

	# ticket acl
	$Self->{TicketAcl}->{'100-Example-ACL'} = {
		# match properties
		Properties => {
			# current ticket match properties
			Priority => {
				Name => ['1 very high'],
			},
		},
		# return possible options (white list)
		Possible => {
			# possible ticket options (white list)
			SLA => {
				Name => ['1 min. Lösungszeit'],
			},
		},
	};

...but this doesn't work. I still can see all SLAs when priority "1 very high" is selected.
I wrote it over the " End of your own config options" section.

[Danlam156]

Now, after a few tries an restarts, it almost works with this code:

Code: Select all

# ticket acl
$Self->{TicketAcl}->{'prio-sla-1'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Priority => ['1 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            SLA => ['1 min. Lösungszeit'],
        },
    },
};

After I created a ticket with the priority "1 very high", I could only set the SLA to "1 min. Lösungszeit". That's ok.
But while creating the ticket, I can still choose all other SLAs, even after I select the priority "1 very high".

In the OTRS 3.1 manual I saw this text:

This is also affected by changes in the form (e.g. if the ticket is the queue "raw" and had a priority "3 normal", but then priority drop-down is selected and the priority is changed now to "5 very high" will also match).

Is this feature only available in OTRS 3.1, but not in our version 3.0.4?

[crythias]

But while creating the ticket, I can still choose all other SLAs, even after I select the priority "1 very high".

Of course you can :) If you don't restrict them from being shown they will be :)
Take a look at the second acl in this post (not that it's specifically related)
viewtopic.php?f=53&t=16398