Hi Marc,
better late then never.
Great Hint with the ACLs, works like a charm.
Here's what I did for anyone searching for something similar, it's pretty much
the example from the documentation on disabling Ticket Close on the Raw Queue:
$Self->{TicketAcl}->{'ACL-Disable-IncidentReport-TicketClose'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Type => ['IR - Incident Report'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['new', 'open', 'pending reminder'],
},
# possible action options
Action => {
AgentTicketBounce => 1,
AgentTicketClose => 0,
AgentTicketCompose => 1,
AgentTicketCustomer => 1,
AgentTicketForward => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketLink => 1,
AgentTicketLock => 1,
AgentTicketMerge => 1,
AgentTicketMove => 1,
AgentTicketNote => 1,
AgentTicketOwner => 1,
AgentTicketPending => 1,
AgentTicketPhone => 1,
AgentTicketPhoneOutbound => 1,
AgentTicketPrint => 1,
AgentTicketPriority => 1,
AgentTicketResponsible => 1,
AgentTicketWatcher => 1,
AgentTicketZoom => 1,
AgentLinkObject => 1,
},
},
};
I've also found a way to limit the Types on the Frontend with ACL which
wouldn't require editing the template, but I haven't tried it jet.
http://forums.otterhub.org/viewtopic.php?f=61&t=12772
Yours sincerely
Stephan Lang
IT System Administrator
-----Ursprüngliche Nachricht-----
Von: [email protected] [mailto:[email protected]] Im Auftrag von Marc
Bonsels
Gesendet: Freitag, 17. Mai 2013 18:58
An: [email protected]
Betreff: Re: [otrs] Preventing ticket close on specific ticket type
Hi Stephan,
I think you could use ACLs to do this:
http://doc.otrs.org/3.0/en/html/acl.html. With ACLs, you can allow or disallow
certain things for tickets with certain states for example.
HTH,
Marc
Am 17.05.13 13:34, schrieb Stephan Lang:
> Hello,
>
> I've created different ticket types and edited the customer ticket
> creation template to open all new tickets as a specific type.
>
> Now I'd like to prevent agents to close tickets with this initial
> ticket type.
>
> Does anyone know a config setting or work around for this?
>
> I'm using OTRS 3.0 without ITSM.
>
> Thanks a lot.
>
>
> Mit freundlichen Grüßen
> *
> i.A. Stephan Lang*
>
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________________________________
Bock 1 GmbH & Co. KG
An der Heide 17
92353 Postbauer-Heng
Sitz: Postbauer-Heng
Amtsgericht Nürnberg, HRA 11 240
pers. haft. Geschäftsführer: Hermann Bock
Bock 1 Verwaltungs GmbH
Sitz: Postbauer-Heng
Amtsgericht Nürnberg, HRB 93 10
Geschäftsführer: Harald Meyer, Andreas Großhauser, Thomas Landgraf
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