The problem is, there's one type of ticket I don't want this ACL to apply to (tickets where the 2nd staff deal with 3rd parties on technical issues). I could just list all the ones I do want it to apply to under Properties => Ticket, but this list is only going to get longer, whereas the list of tickets I don't want to apply the rule to is more likely to stay at 1.
Is there a way I can add a negative match (similar to the way you can add negative Possibilities with PossibleNot)? Or is there some other way to acheive what I want (can you override an ACL by adding in a second, or will it collide ungracefully?).
Code: Select all
# ACL to prevent tickets from being closed in the Banking Support Queue
$Self->{TicketAcl}->{'ACL-BankingSupportQueue-1'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['Banking Support'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['new', 'open', 'pending reminder'],
},
# possible action options
Action => {
AgentTicketLock => 1,
AgentTicketZoom => 1,
AgentTicketClose => 0,
AgentTicketPending => 1,
AgentTicketNote => 1,
AgentTicketHistory => 1,
AgentTicketPriority => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketCompose => 1,
AgentTicketBounce => 1,
AgentTicketTicketPrint => 1,
AgentTicketForward => 0,
AgentTicketTicketLink => 1,
AgentTicketPrint => 1,
AgentTicketPhone => 1,
AgentTicketCustomer => 1,
AgentTicketOwner => 1,
},
},
};