[otrs] Moving tickets into queues with only MOVE_INTO permission not working?
Hello, in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues. In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though. After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access. I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before. Is this a bug in newer releases of OTRS? Johan Ho - 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
Re: [otrs] Moving tickets into queues with only MOVE_INTO permission not working?
On 4/5/2016 5:54 AM, Johan Ho wrote: in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues. In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though. After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access. I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before. I also saw this behavior after updating to 5.0.8. It seems that what is happening is that the user is being taken to the ticket zoom view after moving it, but without read permissions, an error is thrown. If you go to the SysConfig (admin panel) you can change the setting: Ticket::Frontend::AgentTicketMove###NextScreen to "LastScreenOverview" The default was "TicketZoom" This should solve the problem. - 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] CustomerTicketProcess-based ACL
In the first Activity of one of my Processes I have an Activity Dialog that includes CustomerID, Priority and a few other dynamic fields. I am trying to restrict the value of one of these dynamic dropdown fields as follows: --- - ChangeBy: *** ChangeTime: *** Comment: '' ConfigChange: Possible: Ticket: DynamicField_SubmittedBy: - Customer ConfigMatch: Properties: Frontend: Action: - CustomerTicketProcess CreateBy: *** CreateTime: *** Description: For CustomerTicketProcess Action, limit options for Submitted by dropdown. ID: *** Name: ALL-Processes-CustomerTicketProcess-Possible-SubmittedBy StopAfterMatch: 0 ValidID: '1' When I first open the Dialog in the Customer UI everything works as expected. "Customer" is the only possible value for the "Submitted by" dropdown. However, if I enter a value for CustomerID, or change the value of Priority, or another dynamic dropdown field, all values for "Submitted by" become available. I have other ACLs restricting dynamic dropdown field values that work fine, the issue seems to be with using the CustomerTicketProcess Action as a match property. I've also confirmed the same problem behavior with AgentTicketProcess. - 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
