Help on correcting ACL

[OTRSRDNewbie]

Hi,

We have running is OTRS 3.3.2, Operationg System is Red Hat Enterprise Server release 6.3.

The state has some custom states like In progress, and Resolved, their state type is open and pending auto respectively.

There is a dropdown dynamic field ResolverGroup. This dynamic field drop down is hidden by the way. Its only made visible in the search and searchcsv in syslog. So no one can really change it.

I inherited this code so I can't change its type now or create a new ResolverGroup of type text.

There are a number of Queues each queue is a department group.

They wanted the ResolverGroup to saved which group resolved the ticket. The problem reported is once the state changed to "In progress" the ResolverGroup already has a value when it is searched and downloaded to CSV.

From what I can tell it seems that the reason the ResolverGroup has a group selected is because of the ACL:

Match setting is

Properties
FrontEnd->{
Action:
AgentTicketPending }
Queue->{
Name:
Linux Solution Group } <- As an example

Change setting is

Possible
Ticket->{
DynamicField_ResolverGroup:
Linux Solution Group }

Yes there are as many ACLs as there are Queues. Since the issue is it has a value the minute it becomes "In progress". I tried to add a State like the one below. What happened is it no longer assigns a value to the ResolverGroup. When the search to download to csv occurs. The ResolverGroup is always the value of the first entry/choice/selection in the dropdown.

Match setting is

Properties
FrontEnd->{
Action:
AgentTicketPending }
Queue->{
Name:
Linux Solution Group }
State-.{
Name:
Resolved}

Change setting is

Possible
Ticket->{
DynamicField_ResolverGroup:
Linux Solution Group }


I even tried it like the one below but still it didn't work.

Match setting is

Properties
Ticket->{
Queue:
Linux Solution Group

State:
Resolved
}

Change setting is

Possible
Ticket->{
DynamicField_ResolverGroup:
Linux Solution Group }


I am also wondering in the manual I did not see Action:AgentTicketPending in the list of ACL matches. Where in the code of OTRS can I determine what are the possible matches for ACL?

I could use the assistance to tell me where I am going wrong with the state. Cause the previous developer did not include state just the FrontEnd->Action->AgentTicketPending and Queue->Name->Linux Solution Group and atleast it does assign the queue name to the ResolverGroup only its the instance that the state changes from New to 'In progress' in terms of state type its 'open'.

[OTRSRDNewbie]

How is the sequence run in ACL? I did not mean the names. But if suppose our OTRS started with 3.2, so there are still ACLs in Kernel/Config.pm, then there were ACLs in the GUI, some say its saved in the database and I think its also saved in Kernel/Config/Files/ZZZACL.pm? So which is followed by otrs Kernel/Config.pm, ACLs in the GUI, in the database or in Kernel/Config/Files/ZZZACL.pm?

Is the State => ['new',... ], the one I should be putting is state type?