Seperate states and transitions for each tickettype?

[klaus]

Hi there,

I am new to this forum, and I am trying to find some help for our OTRS installation.

We are using OTRS 3.1 with the Add-On TicketMaskExtension, because we want to connect different ticketsystems from our customers with our OTRS via Webservice.
To manage the different requirements for the interfaces, we have a tickettype for each customer to provide customized attributes.
Those customers also use different states, for their tickets. Unfortunately we cannot use the same states for all customers.

My question is, how to manage different states that are only related to one tickettype. One customer e.g. does not have the state 'resolved', so we want to exclude this state from this customer.
I do not want to store the state in a dynamic field, because I expect that the sla tracking is not working, if I don`t use the OTRS-states.

Does anybody has an idea, an interesting link or a hint how to solve this problem?

Any help is appreciated

[crythias]

ACL.

[klaus]

Ok, thank you for the response. I am not experienced with OTRS.

I am discussing this with the development department. We have only used ACLs to show or hide certain UI elements.

Looks like you can control nearly "everything" within OTRS with ACLs ...

[crythias]

I don't believe you want to use Ticket Type for this purpose. Use a queue instead.

[klaus]

A queue to show or hide elements?

[crythias]

A queue to show or hide elements?

yes and no. You want to use a Ticket Type for this purpose, but Queue is more likely to be relevant, and ACLs work with Queues, but may not work with Types.