My acl file is under /kernel/config/files. There I have a file called acl.pm
The 3 acls create 3 consecutive states. Open succesfull is the first state, then would come open by x, and after this one open whatever. you can create you state workflow in that way. 2013/8/30 Guillermo Alberto Rosas Pereira <guillermo.ro...@softtek.com> > Rafa, one question, if I make another file, for example ACL-HIDE.pm In > which folder should I save it and how do I tell the OTRS to run it? > > (Sorry If I'm asking too many questions, it's my first ACL). > > On the code you pasted, you have 3 ACLs (1-hide-states, 2-hide-states, > 3-hide-states). Does each one of them hides a state? > > > > -----Original Message----- > From: dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] On Behalf Of > Josef1 Penzkofer > Sent: miércoles, 28 de agosto de 2013 10:39 a.m. > To: Development community of OTRS > Subject: Re: [dev] Antw: Re: How to show only one ticket state > > hi, > > here is my complete example. I think, it could be nearly the same what you > need. > I created it in Config.pm > > I did following steps > 1.) State > State "closed successful" is created by default State "expired" is created > by me. > > 2. New Queue for internal messages > The Feature "Creating internal messages" is a copy of AgentTicketPhone > This Feature is needed to inform our 1st Level-Agents about new topics. > The internal messages are created in Queue "Meldungen" > When closing a Ticket or such a message, by default an Agent could select > the > "NextState": > - closed successfull > - expired. > > The two following ACL (pasted in Config.pm) offers the following > opportunities: > a) Closing a Ticket an Agent can choose only the state "closed successful" > b) Closing a Message an Agent can choose only the state "expired" > > # ACL Ticket schliessen > $Self->{TicketAcl}->{'101-Ticket-Close'} = { # match properties Properties > => { # current action match properties Frontend => { Action => > ['AgentTicketClose'], }, # current Ticket match properties Ticket => { > QueueID => [5, 6, 7, 10, 11, 12, 14, 15, 18], } }, Possible => { # > possible ticket options (white list) Ticket => { State => ['closed > successful'], }, }, }; # Ende: ACL Tickets schliessen > > # ACL Meldung schliessen > $Self->{TicketAcl}->{'103-Message-Close'} = { # match properties > Properties => { # current action match properties Frontend => { Action => > ['AgentTicketClose'], }, # current Ticket match properties Ticket => { > Queue => ['Meldungen'], }, }, Possible => { # possible ticket options > (white list) Ticket => { State => ['expired'], }, }, }; # Ende: ACL Meldung > schliessen > > > > >>> Guillermo Alberto Rosas Pereira <guillermo.ro...@softtek.com> > >>> 28.08.2013 > 16:32 >>> > Actually, I just need it to work on AgentTicketPhone. The objective is to > force our users to select ONLY one ticket state so that latter in the > process, once that more information has been gathered, they can change the > status to… let’s say, Open by XXXXX or Open with incomplete information or > any other of the OPEN state types. > > In the previous mail, Josef suggested to show only the open successful > state… which is what I need ☺ my question with this code is how do I set > it to work only on AgentTicketPhone? Should I paste it on the Config.pm or > should I create another file just like Rafa said? > > ... > > Possible => { > > # possible ticket options (white list) > > Ticket => { > > State => ['OPEN SUCCESFUL'], > > }, > > }, > > }; > > > thanks a lot everybody > > > > From: dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] On Behalf Of > Rafa Quiñonero Figuerola > Sent: miércoles, 28 de agosto de 2013 03:35 a.m. > To: Development community of OTRS > Subject: Re: [dev] Antw: Re: How to show only one ticket state > > In which case do you exactly need that to hapen? You need, let's say, a > condition to acomplish the ACL. Just that the frontend is AgentTicketPhone, > is not going to work (please someone correct me if I'm wrong, because that > has never worked for me either). You need some state or some condition to > make it work, for example the previous state: > > $Self->{TicketAcl}->{'1-hide-states'} = { > # match properties > Properties => { > # the current ticket state is: > Ticket => { > State => ['open successful','open','open by x', 'open by y' ], > }, > }, > # returned state > Possible => { > Ticket => { > State => ['closed successful'], > }, > }, > }; > > Now when the ticket has one of the states: 'open successful','open','open > by x', 'open by y', the only next possible state will be 'closed > succesful'. If it doesn't work, maybe there's another ACL overriding it, or > some state is not perfectly written. PossibleNot would return all except > the 'closed succesful' > state. > > This should not go into Config.pm, create a new file, name it > "LikeYouWant.pm" > and paste this: > > package Kernel::Config::ACLs; > > use strict; > use warnings; > > ... YOUR ACLs HERE ... > > 1; # End of file > > Hope it helps, anything else just ask ;) > > 2013/8/28 Josef1 Penzkofer > <josef1.penzko...@rz.uni-regensburg.de<mailto: > josef1.penzko...@rz.uni-regensburg.de>> > hi, > > why don't you show only the state "OPEN SUCCESFUL" like following? (In my > ACL this works.) > > ... > Possible => { > # possible ticket options (white list) > Ticket => { > State => ['OPEN SUCCESFUL'], > }, > }, > }; > > > >>> Guillermo Alberto Rosas Pereira > <guillermo.ro...@softtek.com<mailto:guillermo.ro...@softtek.com>> > 28.08.2013 > 00:13 >>> > Thanks guys! Here is my code, but… it’s not working. This is my first ACL > so I took the one on the manual, paste it on the Config.pm but nothing > happens (Just for testing purposes, if this works then I can tell the ACL > to prevent the other states from showing on the Next Ticket State List). > > $Self->{TicketAcl}->{'1-hide-states'} = { > # match properties > Properties => { > # the used frontend module > Frontend => { > Action => ['AgentTicketPhone'], > }, > # current ticket match properties (match always) > }, > # return possible options > PossibleNot => { > # possible ticket options > Ticket => { > State => ['closed successful'], > }, > }, > }; > > I’m wondering if the Config.pm is the only file I have to modify. > From: dev-boun...@otrs.org<mailto:dev-boun...@otrs.org> > [mailto:dev-boun...@otrs.org<mailto:dev-boun...@otrs.org>] On Behalf Of > Rafa Quiñonero Figuerola > Sent: martes, 27 de agosto de 2013 03:22 a.m. > To: Development community of OTRS > Subject: Re: [dev] How to show only one ticket state > > Yes, try it with the ACL, if you don't get it working send the code here > and we'll take a look. We have used many ACLs for our system. > 2013/8/27 Jan Řežab > <ho...@rezab.eu<mailto:ho...@rezab.eu><mailto:ho...@rezab.eu<mailto: > ho...@rezab.eu>>> > Try this http://doc.otrs.org/3.0/en/html/acl.html. > > Kind regards > Jan > > 2013/8/27 Guillermo Alberto Rosas Pereira <guillermo.ro...@softtek.com > <mailto:guillermo.ro...@softtek.com><mailto:guillermo.ro...@softtek.com > <mailto:guillermo.ro...@softtek.com>>> > I have several ticket STATES, which for type OPEN are: > > ● Open successful > > ● Open > > ● Open by X > > ● Open by Y > > > How can I configure the Next Ticket State field on “Agent Ticket Phone” > to > show ONLY one of those states and not the whole OPEN category. From > Sysconfig, I can only configure the Next Ticket State to show or hide a > whole category: > Ex: hide ALL states configured as type OPEN or show ALL states configured > as type CLOSED, etc. > > I need to show only the state OPEN SUCCESFUL, but not the rest of the > states configured as type OPEN. > > I will appreciate your help . > > > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > > > -- > Rafa Quiñonero Figuerola > Tlf: 0151-61436385<tel:0151-61436385> > rafak...@gmail.com<mailto:rafak...@gmail.com><mailto:rafak...@gmail.com > <mailto:rafak...@gmail.com>> > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > > > -- > Rafa Quiñonero Figuerola > Tlf: 0151-61436385 > rafak...@gmail.com<mailto:rafak...@gmail.com> > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > -- Rafa Quiñonero Figuerola Tlf: 0151-61436385 rafak...@gmail.com
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