Thank you for the idea but that’s not a solution for us: Service is required only to close a ticket, so we don’t force our first-level agents to immediately recognize the service.
Kind regards, Juan Clavero De: otrs [mailto:[email protected]] En nombre de Alvaro Cordero Enviado el: miércoles, 17 de mayo de 2017 16:34 Para: User questions and discussions about OTRS. <[email protected]> CC: [email protected] Asunto: Re: [otrs] ACL for empty value in properties Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified. Best Regards. 2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón <[email protected]<mailto:[email protected]>>: Hi all, We want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value. Our last config is like this: ConfigChange: PossibleNot: Ticket: State: - closed successful - closed unsuccessful ConfigMatch: Properties: Frontend: Action: - AgentTicketPhone Service: ServiceID: - '[RegExp]^$' We've also tried with these variants: option a) Service: ServiceID: - '[NotRegExp]^.+$' option b) Service: Name: - '[RegExp]^$' option c) Service: Name: - '[NotRegExp]^.+$' We've got the ACL debug mode on and it shows matching Action but shows nothing on Service. Could you help us? What are we missing? Kind regards, Juan Clavero --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Alvaro Cordero Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: [email protected]<mailto:[email protected]> [http://www.gridshield.com/images/gs-signature.png]
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