How to protect process ticket status/view?

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pituca
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How to protect process ticket status/view?

Post by pituca »

Hello,

Could you please tell me what is the best practice for protecting the the process states. I setup a process and I gave permission to the managers to particular queues depending on the process stage, however when I ran a pilot with all users involved, I found the following:

1. The budget Manager after approving the request the process went to the next activity but then it kept the same queue because the budget manager don't have permission on the Purchasing queue. I proceed to giving permission to the Purchasing queue and next time I ran the process it send it to the corresponding queue (Purchasing)

2. With or without the Budget manager having permission on the Purchasing queue after submitting the approval, he remain in the ticket zoom view and therefore have access to modifying and altering the process.

Thank you.

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jojo
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Re: How to protect process ticket status/view?

Post by jojo »

Hi,

you should configure permissions for the dialog:
13.05.13_23_19-Bildschirmkopie-2.png
For moving in queues without permission you can use:
13.05.13_23_20-Bildschirmkopie.png
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pituca
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Znuny Version: 5.0.9
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Re: How to protect process ticket status/view?

Post by pituca »

Thank you jojo, appreciate your support. let me try it and let you know.

Regards.
OTRS 5.0.9, , ITSM 5.0.9, MySQL, Ubuntu 14.04, Apache2
pituca
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Posts: 131
Joined: 09 Jan 2013, 02:50
Znuny Version: 5.0.9
Company: OmniRedes

Re: How to protect process ticket status/view?

Post by pituca »

Hi,

I tried and and its work nicely moving ticket to another queue without having permission in that queue, however now I would like to know if there is a way for no having this error page after submitting the action. If i click to go back I still see the ticket in the queue (obviously without access to it) then I need to refresh the page for the ticket disappear from the view. Also im not very clear how to use the permissions in the Activity Dialog.

Thank you.

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jojo
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Re: How to protect process ticket status/view?

Post by jojo »

The error is a known one. Are you using 3.2.6?
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pituca
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Re: How to protect process ticket status/view?

Post by pituca »

Yes, I'm.
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pituca
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Re: How to protect process ticket status/view?

Post by pituca »

Do you know if it supposed to be fixed in the next path release?
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pots
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Re: How to protect process ticket status/view?

Post by pots »

jojo wrote:Hi,

you should configure permissions for the dialog:
13.05.13_23_19-Bildschirmkopie-2.png
For moving in queues without permission you can use:
13.05.13_23_20-Bildschirmkopie.png
Question: is it possible in the transition action instead of hard coding UserID = 1, get dynamically the id of the logged user ?
jojo
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Re: How to protect process ticket status/view?

Post by jojo »

if you are not setting the user id the logged in user will be taken
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pots
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Re: How to protect process ticket status/view?

Post by pots »

currently I'm not setting the user id, all process tickets owner created using process ticket were belonging to admin OTRS (root@locahost), that's why i was forced to play around with: Kernel::System::ProcessManagement::TransitionAction::TicketOwnerSet. but was not the expected result as i don't want to hard code it.
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