You can do ACLs based on Actions, so you can for example do an ACL for the
case where the Action is AgentTicketClose and Queue is X then Available
State is Y.
Also, if you do it on newer versión you can do it through Front End in
Ticket Settings --> Access Control Lists (ACLs).
Best Regards.
2014-06-20 4:58 GMT-06:00 Martin Hochreiter <linux...@wavenet.at>:
> Hi!
>
>
>
> I want to have another default state for agent answers and discovered
> the ACLs for influencing OTRS behaviour.
>
>
>
> Only the mentioned states are shown but
>
> unfortunately I can reorder the States as I want, OTRS still takes „closed
> sucessful“
> if available as it ist he global default.
>
> Can I tell OTRS via ACL what the desired order of states should be or at
> least,
>
> what the default state is?
>
>
>
> $Self->{TicketAcl}->{"testTicketState"} = {
>
> 'Possible' => {
>
> 'Ticket' => {
>
> 'State' => [
>
> 'in Bearbeitung',
>
> 'closed successful',
>
> 'closed unsuccessful',
>
> 'open',
>
> 'pending auto reminder'
>
> ]
>
> }
>
> },
>
> 'PossibleNot' => {},
>
> 'Properties' => {
>
> 'Queue' => {
>
> 'RealName' => [
>
> 'Marketing'
>
> ]
>
> }
>
> },
>
> 'PropertiesDatabase' => {},
>
> 'StopAfterMatch' => 0
>
> };
>
>
>
> }
>
> 1;
>
>
>
> Regards
>
> Martin
>
> ---------------------------------------------------------------------
> 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
