Hi,
I've been struggling with restricting Actions in OTRS based on our defined
workflows for helpdesk.
For eg. I would like to restrict all agents with the Role - 'L3 Support
Engineer' to only Change Ticket Statuses for open, pending, resolved states.
This means -
1. Remove Close link for TicketZoom and restrict state options in drop
downs for Add Note, Pending, Resolve (Newly created link similar to Close)
in Ticket Menu.
My Sample ACL is listed below. Problem here is I have given RW permissions
on all allowed queues for resp. agents, and these links are not getting
removed (For eg. Close link persists even with below ACL in place)
Then again it disappears some time. Can anyone take a look ?
$Self->{TicketAcl}->{'1001-Restrict-Ticket-States'} = {
# match properties
Properties => {
# Users
User => {
Role => ['L3
Support Engineer'],
},
},
# remove options (black list)
PossibleNot => {
# possible ticket options (black list)
Ticket => {
State => {
TypeName =>
['closed', 'removed', 'new', 'merged'],
},
},
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => {
TypeName =>
['open', 'resolved', 'pending auto'],
},
},
# possible action options
Action => {
AgentTicketLock => 1,
AgentTicketZoom => 1,
AgentTicketClose => 0,
AgentTicketPending => 1,
AgentTicketResolve => 1,
AgentTicketNote => 1,
AgentTicketPriority => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 0,
AgentTicketCompose => 1,
AgentTicketBounce => 1,
AgentTicketPrint => 1,
AgentTicketForward => 1,
AgentTicketPhone => 1,
AgentTicketPhoneOutbound => 0,
AgentTicketCustomer => 1,
AgentTicketMove => 0,
AgentTicketOwner => 0,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentLinkObject => 1,
},
},
};
Project Manager, Application Continuity Group, | Nagarro Software Pvt. Ltd.
p: +91 124 3048689/647 | m: +91 9582796910 | e:
<mailto:nipun.malho...@nagarro.com> nipun.malho...@nagarro.com
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