Prevent agents from modifying closed tickets

[coldrums]

Hello, I'm new to the OtterHub forums (but a long time user of OTRS). Currently, I have the need to configure OTRS to prevent agents from modifying closed tickets, i.e., once a ticket is set to 'closed' state, the agents should not be able to add notes, change queue, reopen the ticket, etc. The ticket should remain read-only.

Going a step further, I'd like to know if it's possible to set the above as "default", and then allow only certain agents to modify closed tickets.

Thank you very much for your help!

[crythias]

By default this is a per-queue configuration, *however*, it seems perfectly set for an ACL.
http://doc.otrs.org/3.0/en/html/acl.html

[coldrums]

Thanks crythias! I was thinking exactly that! I suppose something like:

Code: Select all

Properties => {
            Ticket => {
                State => ['Closed'],
            },
Possible => {            
            Action => {
                AgentTicketNote          => 0,
                AgentTicketMove          => 0,
                .
                .
                .

could work, but I don't know the complete list of actions that can be allowed/disallowed and how to allow/disallow actions per group or agent. I've been looking for this info on several places (including OTRS documentation) but no success so far.

Thanks again and I hope you can shed some light on this!

[jojo]

faq.otrs.org will help you

[coldrums]

Thanks for your answers!

After searching carefully, I found this ACL reference, which contains the (almost) full list of actions and other parameters that can be used in ACLs: http://doc.otrs.org/3.1/en/html/ch18s03.html (The link http://faq.otrs.org/otrs/public.pl?Acti ... ;ItemID=68 was useful also)

I implemented the ACL as follows:

Code: Select all

#ACL to disallow modification of closed tickets to all agents
$Self->{TicketAcl}->{'DisallowActions'} = {
    Properties => {
        State => {
            TypeName => ['closed']
        }
    },
    Possible => {
        Action => {
            AgentTicketNote => 0,
            AgentTicketCustomer => 0,
            AgentTicketMove => 0,
            #other actions to disallow... (The ones that aren't in the ACL reference
            #can be found by positioning the mouse over the different links in the AgentTicketZoom interface)
        }
    }
};

#When setting the name of the following ACL, I couldn't use 'AllowActions', as the ACL just didn't work
#(I guess the name can't contain a string in a previous ACL name, but not sure about it)
$Self->{TicketAcl}->{'Permit'} = {
    Properties => {
        User => {
            UserLogin => ['agent_to_be_allowed_to_modify_closed_tickets']
        }
    },
    Possible => {
        Action => {  
            AgentTicketNote => 1,
            AgentTicketCustomer => 1,
            AgentTicketMove => 1,
            #other actions to allow...
        }
    }
};

Maybe this isn't the most efficient way to solve the problem, but it worked for us.

[nycjr]

oops sorry wrong topic