Help me Create an ACL for closed tickets

[nycjr]

Help me create an ACL using the new graphical interface from 3.3.1. I just upgraded and I can not get this to work. I need that closed tickets can not be opened again unless by certain users. Please help. There is no explanation or manual about setting this up. Thank you.

[wurzel]

Hi,

my tip: learn ACL scripting first see manual for this.

Flo

[skullz]

maybe it look like this..but this is code..not ui..

Code: Select all

$Self->{TicketAcl}->{'ACL-102'} = {
        # match properties
        Properties => {
            # current ticket match properties

         Frontend => {
                Action => ['AgentTicketZoom'],
                        },

        State => {
                Name => ['closed successful','closed unsuccessful'],
                }

        },
        # return possible options (white list)
        Possible => {
            # possible action options
            Action => {
                 AgentTicketBounce        => 0,
                AgentTicketClose         => 0,
                AgentTicketCompose       => 0,
                AgentTicketCustomer      => 0,
                AgentTicketForward       => 0,
                AgentTicketFreeText      => 0,
                AgentTicketHistory       => 1,
                AgentTicketLink          => 0,
                AgentTicketLock          => 0,
                AgentTicketMerge         => 0,
                AgentTicketMove          => 0,
                AgentTicketNote          => 0,
                AgentTicketOwner         => 0,
                AgentTicketPending       => 0,
                AgentTicketPhoneInbound  => 0,
                AgentTicketPhoneOutbound => 0,
                AgentTicketPrint         => 1,
                AgentTicketAddtlITSMField=> 0,
                AgentTicketPriority      => 0,
                 AgentTicketResponsible   => 0,
                AgentTicketWatcher       => 0,
                AgentTicketZoom          => 1,
                AgentLinkObject          => 0,
                AgentTicketDecision      => 0,
                AgentTicketPhone         => 0,
                AgentTicketWatchlist     => 0,

},
},
};
                                            

[nycjr]

Thank you for your response. I have tried to script with ACL but in the graphical interface its not the same. I have tried different combinations in the new IU to make something simple work but no avail. Is there anyone else that has worked with the new user interface and has successfully created a ACL in the graphical interface? Thank you in advance.

[crythias]

http://doc.otrs.org/3.3/en/html/customi ... -reference

Code: Select all

    Properties => {
        State => { 
             Name => ['closed successful','closed unsuccessful'],
        },
    },
    Possible => {
        Ticket => {
            State => ['closed successful','closed unsuccessful'],
        }
    },

Add another ACL Owner per docs (after this one) and give additional Possible States.

[nycjr]

I really appreciate the response. I am trying to go by your example and the reference that you submitted but to no avail I cannot get the graphical ACL to work. Is there anyone that has this graphical feature working? Or am I the only one? I think they should've had a section for manual override or an ACL translator...lol Thank you, any help will be appreciated.

[wurzel]

HI,

GUI ACL Editor works fine on my system(s)

You can use the code, without the GUI, too.

Flo