Just an update a coworker of mine found what seems to be a bug and fixed it in our installation. He looged a Bug to OTRS
http://bugs.otrs.org/show_bug.cgi?id=10202 Regards 2014-01-23 Alvaro Cordero <alv...@gridshield.net> > In addition to that as Gerald says, yes my code is based on the OTRS > refference. > > Also I know for a regular form (Ticket Phone, or Email) in OTRS it might > not make sense what I am doing since Dynamic Fields are shown after the > ticket body where you are supposed to have already chosen Service and SLAs > but in this case users first categorize what they need and then choose the > service based on that, another reason to use Process Management module. > > > 2014/1/23 Alvaro Cordero <alv...@gridshield.net> > >> Hello Thanks for your response. >> >> In fact, I've used the tree values, but my idea is to use just >> Subcategoría since the other ones have already being filtered. So what I >> expected to work was something like >> >> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = { >> >> Properties => { >> >> Process => { >> >> ActivityDialogEntityID => ['AD1'], >> >> }, >> >> Ticket => { >> >> DynamicField_SubCategoria => ['[RegExp]^BUSINESS >> APPLICATIONS'], >> >> }, >> >> }, >> >> Possible => { >> >> Ticket => { >> >> Service => ['[RegExp]^Customer >> Support::Business*'], >> >> State => ['open'], >> >> }, >> >> }, >> >> }; >> >> >> 2014/1/23 Gerald Young <cryth...@gmail.com> >> >>> Just so anyone who follows this might like to know (I see your code is >>> related to this, so this is redundant.) >>> http://doc.otrs.org/3.2/en/html/customization.html#acl-reference >>> >>> This expects Type and DynamicField which has a name of Categoria (and >>> also of name SubCategoria) must match those values (AND) together. >>> >>> But do you think your filter is too specific? (for instance, can you >>> only choose to filter on DynamicField_SubCategoria because that's the most >>> significant choice that affects the Possible?) >>> >>> >>> >>> >>> On Thu, Jan 23, 2014 at 4:47 PM, Alvaro Cordero >>> <alv...@gridshield.net>wrote: >>> >>>> Thanks Gerald, >>>> >>>> I am using OTRS 3.2.10 a sample looks like this. We are using Process >>>> Module since it makes easier to create custom forms. I am using ACLs due to >>>> a big list of Default Services available for all internal Customers >>>> >>>> It works as it goes, but if I enable either Field(Categoria or >>>> SubCategoria) ACL just don't work. >>>> >>>> $Self->{TicketAcl}->{'P1-A1-AD1-5'} = { >>>> >>>> Properties => { >>>> >>>> Process => { >>>> >>>> ActivityDialogEntityID => ['AD1'], >>>> >>>> }, >>>> >>>> Ticket => { >>>> >>>> Type => ['Type1'], >>>> >>>> #DynamicField_Categoria => ['CUSTOMER SUPPORT'], >>>> >>>> #DynamicField_SubCategoria => ['[RegExp]^BUSINESS >>>> APPLICATIONS'], >>>> >>>> }, >>>> >>>> }, >>>> >>>> Possible => { >>>> >>>> Ticket => { >>>> >>>> Service => ['[RegExp]^Customer >>>> Support::Business*'], >>>> >>>> State => ['open'], >>>> >>>> }, >>>> >>>> }, >>>> >>>> }; >>>> >>>> >>>> 2014/1/23 Gerald Young <cryth...@gmail.com> >>>> >>>>> What did you try in ACL? Could we see a sample? What version OTRS? >>>>> >>>>> >>>>> On Thu, Jan 23, 2014 at 4:16 PM, Alvaro Cordero <alv...@gridshield.net >>>>> > wrote: >>>>> >>>>>> Hello, I have been working on a deployment where we have two dynamic >>>>>> Fields Called Category and SubCategory and then the services are defined >>>>>> based on those two fields. >>>>>> >>>>>> I have been working on filtering the Services Available based on the >>>>>> selection of the above dynamic Fields, but no matter what combination of >>>>>> properties I do, I cannot get the ACL to work. >>>>>> >>>>>> I can filter services based on ticket type though. >>>>>> >>>>>> Has anyone achive something like that? >>>>>> >>>>>> Thanks >>>>>> >>>>>> -- >>>>>> ___________________________ >>>>>> Alvaro Cordero Retana >>>>>> >>>>>> >>>>>> --------------------------------------------------------------------- >>>>>> 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 >> > > > > -- > ___________________________ > Alvaro Cordero Retana > Consultor de Tecnologias > Gridshield Monitoreo de Redes e > Infraestructura. > 2258-5757 ext 123 > alv...@gridshield.net > www.gridshield.net > -- ___________________________ 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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