Hello Gerald, Thanks for the advice. I completely agree with you that the queue selection shouln't relay in the type of the ticket. Customer should understand what they are requesting an to who they are requesting it.
We have actually used your approach into some other implementation of OTRS, but this definitely requieres a lot more time than the ACL, that's why we were trying to use ACLs, but now that you mention we will give it a try. Thank you very much. We will see the factibility of going that way. Regards. 2012/11/2 Gerald Young <cryth...@gmail.com> > Type isn't supposed to be used in that way, but you can try this: > http://forums.otterhub.org/viewtopic.php?f=60&t=8032 > > > On Fri, Nov 2, 2012 at 10:13 AM, Alvaro Cordero <alv...@gridshield.net>wrote: > >> Hello Carlos, >> >> We have tried that and other combinations, but still got nothing. >> >> Thank you. >> >> Regards >> >> >> 2012/11/1 Carlos Andrés Gallego Arboleda < >> carlos.gall...@itconsultores.com.co> >> >>> Hi Alvaro, >>> >>> You can try whit this line. >>> >>> Name => ['[RegExp]^1-Mesa'], >>> >>> Carlos Gallego >>> >>> 2012/11/1 Alvaro Cordero <alv...@gridshield.net> >>> >>>> Hello Folks, >>>> >>>> I am using OTRS 3.0 and I am trying creating an ACL to define possible >>>> queues depending on the type selection. >>>> >>>> I have the following code. >>>> >>>> $Self->{TicketAcl}->{'ACL-Type-Queue'} = >>>> { >>>> Properties => { >>>> Frontend => { >>>> Action => >>>> ['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'], >>>> }, >>>> Ticket => { >>>> # Type => ['Incidente'], >>>> }, >>>> }, >>>> Possible => { >>>> Queue => { >>>> #QueueID => [6], >>>> Name => ['[RegExp]^1-Mesa*'], >>>> }, >>>> }, >>>> }; >>>> >>>> I have tried with different combinations of the properties and the >>>> possible options but neither one has worked. Has anyone implemented >>>> something similar to this. >>>> >>>> I have been able to make Services Available depending on queue >>>> selection and other stuff, but for some reason this wich seems very simple >>>> is not working. >>>> >>>> Any help will be appreciated. >>>> >>>> Regards >>>> >>>> -- >>>> ___________________________ >>>> Alvaro Cordero Retana >>>> Consultor de Tecnologias >>>> Gridshield Monitoreo de Redes e >>>> Infraestructura. >>>> 2258-5757 ext 123 >>>> alv...@gridshield.net >>>> www.gridshield.net >>>> >>>> --------------------------------------------------------------------- >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> >> -- >> ___________________________ >> Alvaro Cordero Retana >> Consultor de Tecnologias >> Gridshield Monitoreo de Redes e >> Infraestructura. >> 2258-5757 ext 123 >> alv...@gridshield.net >> www.gridshield.net >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net
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