[SOLVED]Type <=> Service Relationship

[immaBeans]

Good day to all,

I just wanted to ask If there a possible way to connect Type to Service without using any add-ons?
My goal is when choosing the type, specific services will appear per type.

Thanks,

[jojo]

ACLs will help

[immaBeans]

How does ACL will help in that scenario? thanks jojo

[jojo]

Create an ACL which match on a Ticket Type and set as Possible Values the Services which are allowed.

Did you read the admin manual chapter on ACLs?

[immaBeans]

Sir I read the ACL chapter. But there has no example about the type to service. The manual got queue to service. I'm beginner so I cannot learn that codes in my mind . :/

[crythias]

BTW, Type is probably not a good thing to base service on. You probably want to tie service to Queue. Type is intended to be things like "RFC" or "Incident" or the like.
viewtopic.php?f=60&t=11235

[jojo]

you should be able to adapt this based on the examples and reference in the admin book.

[immaBeans]

Sorry sir jojo, I'm just 18 yrs old and I still studying perl language. So it is hard to me to simply understand the ACL.
Sir is it possible to have a Type <=> Queue <=> Service in one ACL?

[jojo]

you'll need more than one ACL for this.

[immaBeans]

could you give me example? because I hide the "TO:" field in the customer UI
So how is it.? I want, If I select the type the queue will change (not knowing by the customer bec. the queue is hide to the UI)
then after changing the queue the service will also change.

[jojo]

ACLs ae Frontend resctrictions, so you can only use it on fields which are shown

[immaBeans]

Thanks for that information. I allow the customer to view the "TO:" field
Below is the codes I made. This is the 2 ACL's for Type-Queue and Queue-Service. But it still doesnt work.
Basically I have different sub-services but I got the main service "Email::"

Code: Select all

	$Self->{TicketAcl}->{'TYPE-Queue'} = {
                     # match properties
   Properties => { Type => { Name => ['Email'], },
        },

   Possible => { Queue => { Name => ['Service Desk'], },
        },
};


	$Self->{TicketAcl}->{'Queue-Service'} = {
                     # match properties
   Properties => { Queue => { Name => ['Service Desk'], },
	  },

   Possible => {  Service => { Name => ['Email::'], },
         },
};

[tto]

BTW, Type is probably not a good thing to base service on.

just my 0,02 <place currency unit here>: some services may only be applied to certain ticket types, e.g. "Installation of Software X" to type "Service Request" orf "RfC*". So it depends on your service catalog and there are cases where service-type-restrictions are very useful if not required.

regards, T.

[crythias]

there are cases where service-type-restrictions are very useful if not required.

I don't disagree. My statement is more about where people choose "Type" to replace "Queue" for the purposes employed by "Queue".

With the OP being rather new to OTRS, I'm not convinced (yet) your view applies to the OP. Could be, though.

[immaBeans]

some services may only be applied to certain ticket types

Can you teach me different approach. To connect the type to service.

Sir @crythias please see the codes above, It is still not working. so please help me.

Thanks in advance!

[immaBeans]

The manual got queue to service. I'm beginner so I cannot learn that codes in my mind . :/

Hi bro. I solve the ACL in this thread. I try to connect TYPE-QUEUE-SERVICE
Below is the format of my ACL have fun

Code: Select all

$Self->{TicketAcl}->{'Store JEDS to queue&service'} = {
        # match properties
        Properties => {
            # current action match properties
            Frontend => {
                Action => ['AgentTicketPhone', 'AgentTicketEmail', 'CustomerTicketMessage'],
            },
            # current user match properties
            Ticket => {
                Type => ['Stores JEDS',],			
            },				
        },
        Possible => {
            Ticket => {
                Queue => ['JEDS'],
				Service  => ['-Billing',
							 '-Call Center PBX',
							 '-Connectivity Application Request',
							 '-Connectivity Support Isolation',
							 '-Infrastructure',
							 '-Product Database',
							 '-Xavier CRM',
							 '-PMP::PC Hardware/Software',
							 '-PMP::POS Hardware/Software',
								  ],
              },
        },
        PossibleNot => {
            # possible ticket options (black list)
            User => {
                Role => [
                    'admin'
                ],
            },
        },
    };