SLA with ACL in kernel/config.pm does not work

[sg23]

Hi,

i added the following acl to my kernel/config.pm in the otrs folder:

Code: Select all

$Self->{TicketAcl}->{'ACL-CompanyServices-1'} =
{
   Properties => {        
          Queue => {
                Name => ['Helpdesk'],
        },
   },

   Possible => {
        Ticket => {
              SLA  => ['SLA Test'],
        },
   },
};

But i can't select the value "SLA Test" in the area "AgentTicketPhone".

The object SLA Test is created:

sla-with-acl.PNG

OTRS Version is 3.2.8.

Can anybody help me?

[wurzel]

Hi,

anything in the webserver error logs? Often you see errors here.

you are root@localhost? ACLs does not work with this user.


Try:

Code: Select all

{
   Properties => {       
          Ticket => {
                 Queue => ['Helpdesk'],
           },
   },

Flo

[sg23]

Hi again,

i am not root@localhost, i am logged in as a created agent!

And ...

Code: Select all

{
   Properties => {       
          Ticket => {
                 Queue => ['Helpdesk'],
           },
   },

.. results in:

[Wed Nov 20 16:32:34 2013] [error] Not an ARRAY reference at /opt/otrs//Kernel/System/Ticket.pm line 7078.\n

[skullz]

1. Try This ACL. You also may create acl in /opt/otrs/Kernel/Config/Files/ZZZACL.pm

Code: Select all

use utf8;

$Self->{TicketAcl}->{'ACL-CompanyServices-1'} =
{
   Properties => {        
          Ticket => {
                Queue => ['Helpdesk'],
        },
   },

   Possible => {
        Ticket => {
              SLA  => ['SLA Test'],
        },
   },
};

1;

2. Also, please check whether your customer is linked to Service.

[sg23]

1) I will try it ...

2) No customer is linked to any SLA/Service. I want to link all SLA/Services with ACL only. I this the problem?

[crythias]

2) No customer is linked to any SLA/Service. I want to link all SLA/Services with ACL only. I this the problem?

Yes, it's the problem. Customers have services, services have SLAs. You can have default services, though.

[sg23]

But we have over 1000 customers and i do not want to assign them all to the services.

You say that i can have 'default' services. I can't find any hint do set up the default services. Can you help me?

Thanks!

[crythias]

viewtopic.php?f=60&t=16398

[skullz]

Go to Admin > Customer <-> Services > Edit Default Service

[sg23]

Thanks!

Defining services as default services and blacklist them with the possiblenot entry in the acl definition (like in this topic) works now!

Solved!