change close action when checkbox = true

[Feigling]

Hello,

I'm quite new to OTRS... so this is my first post. I'm setting up OTRS in a mid sized service company where some tickets just needs to be closed, and others needs to be invoiced. To make the transistion easier from our current packet to OTRS I'd like to change the actions on Close

I already added a checkbox on the Agent::ViewClose called Invoice which is by default checked.

Now I like to (i guess) create an ACL that changes what happens when both are true:
- next state: closed successful (or closed unsuccessful)
- Inovoice: checked

I'm not a programmer... but this is what i thought it would look like:

Code: Select all

# Invoice ticket acl
$Self->{TicketAcl}->{'Invoice_ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties state closed and ToBeInvoiced is checked
        Ticket => {
            State => ['Closed'],
            DynamicField_ToBeInvoiced => ['1'],
        }
    },
    # move to queue and set state open
    Ticket => {
                Queue => ['Invoice'],
                State => ['open'],
        },
    },
};

But this doesn't work... Any idea anyone? Or is it totally not possible to change the close action? I'd rather not let agents just move it to another queue.

Thank you!

[wurzel]

Hi,

with ACL you can limit possible options, but not do actions.

If I got you correctly,yYou'll have to use new Generic Agent Module from upcoming 3.3.x

Flo