[Solved] OTRS 3.1 Restricted items with ACL still displayed

[adupre01]

I did a quick google and forum search and didn't find anything on the subject.

We use Access Control Lists to restrict the availability of queues and services etc based on other choices made in the ticket. In OTRS 3 items that were not on the possible list in the ACL would not be displayed at all in the dropdown. Now, however, in OTRS 3.1, items which are restricted via ACL do appear in the list as grayed out.

I am wondering if there is a setting or something in the Sysconfic where I can set OTRS to display (greyed out) or not displayed at all items which are restricted via ACL. Or, would this require some modification of the dtl files to change this behavior?

Any direction is appreciated.

[intrepidfroot]

Hi adupre01,

I ran into the same issue, not sure if it's a bug or a feature

You'll have to edit the following files, depending on where you want to restrict the items:

otrs/Kernel/Modules/AgentTicketEmail.pm
otrs/Kernel/Modules/AgentTicketPhone.pm
otrs/Kernel/Modules/CustomerTicketMessage.pm

In each, find the section titled: "# check if service is disabled" and change it to reflect the below:

Code: Select all

# check if service is disabled
if ( !$Service{$ServiceKey} ) {
$ServiceRegister{Disabled} = 1;
}
 else{
push @ServiceList, %ServiceRegister;
}
# set service as printed
$AddedServices{$ServiceKey} = 1;

This worked for me. Good luck

[adupre01]

Thanks for the quick reply. That works great!