OTRS ACL Possiblenot Owner not working

[robBS]

Hello,

i'm trying to configure an ACL in an OTRS 3.3.6 test environment. I need to hide (using PossibleNot) some Owner and some Responsible in AgentTicketEmail.

In OTRS documentation i found some useful information and following the instruction found there i was able to create a workig ACL to hide service but not to hide Owner or Resposible in new email ticket window.

THIS is THE Woriking ACL for Services:

Code: Select all

$Self->{TicketAcl}->{'100-ACL-TEST'} = {
    # match properties
 Properties => {

        # the used frontend module
        Frontend => {
            Action => ['AgentTicketPhone', 'AgentTicketEmail'],
        },

       Queue => {
            Name     => ['Tende'],

        },

        },

    # 
    PossibleNot => {
        Ticket => {
          Service => ['Altro'],

        },
    },
};

[color=#0040BF]THIS is THE [b]NOT Woriking[/b] ACL for NewOwner:[/color]

$Self->{TicketAcl}->{'100-ACL-TEST'} = {
    # match properties
 Properties => {

        # the used frontend module
        Frontend => {
            Action => ['AgentTicketPhone', 'AgentTicketEmail'],
        },

       Queue => {
            Name     => ['Tende'],

        },


        },

    PossibleNot => {
        # possible ticket options (white list)
        Ticket => {
            NewOwner=> ['testagent'],

        },
    },
};

THIS is THE NOT Woriking ACL for Responsible:

Code: Select all

$Self->{TicketAcl}->{'100-ACL-TEST'} = {
    # match properties
 Properties => {

        # the used frontend module
        Frontend => {
            Action => ['AgentTicketPhone', 'AgentTicketEmail'],
        },

       Queue => {
            Name     => ['Tende'],

        },


        },

    PossibleNot => {
        # possible ticket options (white list)
        Ticket => {
            NewResponsible=> ['testagent'],

        },
    },
};

Note that NewOwner is listed in the OTRS documentation as a valid option for Possbile and for PossibleNot from that i guessed NewResponsible is a valid paramiter too, but none of them is working (they are not removed from the Owner and Responsible list in new email ticket after i select the ACL matched queue "Tende").

Also tried Owner and Responsible instead of NewOwner and NewResponsible but nothing ....

Please, can someone help me to get Owner and Responsible working in Possible and PossibleNot?

Thank you in advanced for your help

Roberto

[crythias]

A Queue has a single group attached to it.
Agents can be members of multiple groups.
They can be assigned permissions per groups.
The default group membership is of "users"
Additional groups can be created and membership assigned.
Some permissions for a group are not displayed.
These permissions are able to be included in SysConfig, Ticket -> Core::Ticket, System::Permission

Standard available permissions for agents within the application. If more permissions are needed, they can be entered here. Permissions must be defined to be effective. Some other good permissions have also been provided built-in: note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce. Make sure that "rw" is always the last registered permission.

(Emphasis Mine)

Although, to be honest, the permissions are more about whether the agent can *set* the responsible than whether the agent can *be* the responsible agent.

However, nonmembership of the group attached to the queue means he can't be chosen.

[robBS]

Hi Crythias,

thank you for your answer

I try to work with permissions

Roberto