Context sensitive options

[dstover]

I am looking for a way to show different options to people based on whether they are the owner or the responsible of a ticket. I am using Process Management with OTRS 3.3.3. Is there a way to display a different view of a ticket to different people?

Thanks for advance...Dan.

[dstover]

FYI. I found a way to do this with ACL options. The issue is that they have to be hard-coded by user name. There are 5 ACLs for each user. My company has 40 users, therefore 200 entries. Not easily entered in by hand or updated when new users arrive. My solution is to write a script to build this ACL file in the appropriate place (in my case .../otrs/Kernel/Config/Files) under a name with extension .pm, based on the contents of the users database table (where all the IDs are kept). After this script runs and the file is built, you can run the otrs/bin/otrs.RebuildConfig.pl program to rebuild the configuration (I also restart Scheduler for good measure). All of this can be put in a script to be run from a cron job.

Within a process management work flow, what this gives me is different Activity Dialogs (basically data entry screen options that look like tabs on the ticket itself) based on whether the logged in person is the owner or the responsible person.

Have a nice day...Dan.