Re: [dev] Service Level Agreement or Services linked to Queues
Hi Ronaldo, On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote: Guys, is there a way to connect SLA or Services to the Queues and not to Customer? For Example, we have 2 queues: Software and Hardware And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue. There are several ways to do so. The easiest one would be: a) Add all customers to all services. b) Create ACLs to restrict services to queues For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 Ronaldo Richieri -Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [dev] Service Level Agreement or Services linked to Queues
fantastic tip! I'll try it :-) Thanks! On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer m...@otrs.com wrote: Hi Ronaldo, On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote: Guys, is there a way to connect SLA or Services to the Queues and not to Customer? For Example, we have 2 queues: Software and Hardware And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue. There are several ways to do so. The easiest one would be: a) Add all customers to all services. b) Create ACLs to restrict services to queues For more info about ACL see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 Ronaldo Richieri -Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Ronaldo Richieri (15) 8818-2009 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [dev] Service Level Agreement or Services linked to Queues
Do you know if its possible to use REGEXP when creating an ACL? I know what
is possible to do with Regexp, but I don't Really know how to use and I
don't know if it's possible to use in this case.
The case is, I'm creating this ACL to hide some services and sub-services
from a group of users.
The mother Service is called IT and have some sub services like
IT::software, IT::hardware, and sub sub queues like
IT::software::SAP::Create User or IT::software::SIG. All this queues are
accessible for the IT group.
The system have other Services for other areas (it's a university) like
Academic and the subservices Academic::Resend Certificated. There is a
group of users called Academic. They can only deal with Academic queues
and services.
We would like to hide Academic services to IT atendents (users), and we
would like to hide IT services to Academic atendents (users).
I'm trying to do this with ACL restrictions, recommend by Martin:
$Self-{TicketAcl}-{'ACL-Name-1'} = {
Properties = {
# Tickets on IT Queue
User = {
Group_rw = [
'Academic',
],
}
},
PossibleNot = {
Ticket = {
# Hides these Services
Service =
['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'],
},
},
};
As you can see, we must right every Service that is under IT Service. Is
there a way to user REGEXP in this line:
Service =
['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'],
So it will hide every service under IT that is already created and others
that will be created after?
Thanks,
Ronaldo Richieri
On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer m...@otrs.com wrote:
Hi Ronaldo,
On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:
Guys, is there a way to connect SLA or Services to the Queues and not to
Customer?
For Example, we have 2 queues: Software and Hardware
And we like to display software services for those who only see software
queue and hardware services for those who only see hardware queue.
There are several ways to do so. The easiest one would be:
a) Add all customers to all services.
b) Create ACLs to restrict services to queues
For more info about ACL see
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68
Ronaldo Richieri
-Martin
--
((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Address of record: Bad Homburg
Local Court: Bad Homburg, HRB 10751
Tax number: 003/240/97505
Chairman of the Supervisory Board: Burchard Steinbild
Executive Board: André Mindermann (CEO), Martin Edenhofer
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
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--
Ronaldo Richieri
(15) 8818-2009
-
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Re: [dev] Service Level Agreement or Services linked to Queues
Hi Ronaldo,
currently not. But I did a prototype implementation.
So you can do something like:
$Self-{TicketAcl}-{'ACL-Name-1'} = {
# match properties
Properties = {
Queue = {
Name = ['[RegExp]^Misc'],
},
},
# return possible options (white list)
Possible = {
# possible ticket options (white list)
Ticket = {
Service = ['[RegExp]^t1', '[RegExp]^t2'],
Priority = [ '4 high' ],
},
},
};
Starting with [RegExp] means the following will be a regexp content.
Is that what your are looking for?
http://users.otrs.com/~me/Kernel_System_Ticket.pm_2-3-ACL-RegExp
-Martin
On Apr 8, 2009, at 16:04 , Ronaldo Richieri wrote:
Do you know if its possible to use REGEXP when creating an ACL? I
know what is possible to do with Regexp, but I don't Really know how
to use and I don't know if it's possible to use in this case.
The case is, I'm creating this ACL to hide some services and sub-
services from a group of users.
The mother Service is called IT and have some sub services like
IT::software, IT::hardware, and sub sub queues like
IT::software::SAP::Create User or IT::software::SIG. All this
queues are accessible for the IT group.
The system have other Services for other areas (it's a university)
like Academic and the subservices Academic::Resend Certificated.
There is a group of users called Academic. They can only deal with
Academic queues and services.
We would like to hide Academic services to IT atendents (users), and
we would like to hide IT services to Academic atendents (users).
I'm trying to do this with ACL restrictions, recommend by Martin:
$Self-{TicketAcl}-{'ACL-Name-1'} = {
Properties = {
# Tickets on IT Queue
User = {
Group_rw = [
'Academic',
],
}
},
PossibleNot = {
Ticket = {
# Hides these Services
Service =
['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create
User'],
},
},
};
As you can see, we must right every Service that is under IT
Service. Is there a way to user REGEXP in this line:
Service =
['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create
User'],
So it will hide every service under IT that is already created and
others that will be created after?
Thanks,
Ronaldo Richieri
On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer m...@otrs.com wrote:
Hi Ronaldo,
On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:
Guys, is there a way to connect SLA or Services to the Queues and
not to Customer?
For Example, we have 2 queues: Software and Hardware
And we like to display software services for those who only see
software queue and hardware services for those who only see hardware
queue.
There are several ways to do so. The easiest one would be:
a) Add all customers to all services.
b) Create ACLs to restrict services to queues
For more info about ACL see
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68
Ronaldo Richieri
-Martin
--
((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Address of record: Bad Homburg
Local Court: Bad Homburg, HRB 10751
Tax number: 003/240/97505
Chairman of the Supervisory Board: Burchard Steinbild
Executive Board: André Mindermann (CEO), Martin Edenhofer
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
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--
Ronaldo Richieri
(15) 8818-2009
-
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Re: [dev] Service Level Agreement or Services linked to Queues
Perfect!
I'm going to test this.
Thanks again Martin,
Ronaldo
On Wed, Apr 8, 2009 at 12:55 PM, Martin Edenhofer m...@otrs.com wrote:
Hi Ronaldo,
currently not. But I did a prototype implementation.
So you can do something like:
$Self-{TicketAcl}-{'ACL-Name-1'} = {
# match properties
Properties = {
Queue = {
Name = ['[RegExp]^Misc'],
},
},
# return possible options (white list)
Possible = {
# possible ticket options (white list)
Ticket = {
Service = ['[RegExp]^t1', '[RegExp]^t2'],
Priority = [ '4 high' ],
},
},
};
Starting with [RegExp] means the following will be a regexp content.
Is that what your are looking for?
http://users.otrs.com/~me/Kernel_System_Ticket.pm_2-3-ACL-RegExphttp://users.otrs.com/%7Eme/Kernel_System_Ticket.pm_2-3-ACL-RegExp
-Martin
On Apr 8, 2009, at 16:04 , Ronaldo Richieri wrote:
Do you know if its possible to use REGEXP when creating an ACL? I know
what is possible to do with Regexp, but I don't Really know how to use and I
don't know if it's possible to use in this case.
The case is, I'm creating this ACL to hide some services and sub-services
from a group of users.
The mother Service is called IT and have some sub services like
IT::software, IT::hardware, and sub sub queues like
IT::software::SAP::Create User or IT::software::SIG. All this queues are
accessible for the IT group.
The system have other Services for other areas (it's a university) like
Academic and the subservices Academic::Resend Certificated. There is a
group of users called Academic. They can only deal with Academic queues
and services.
We would like to hide Academic services to IT atendents (users), and we
would like to hide IT services to Academic atendents (users).
I'm trying to do this with ACL restrictions, recommend by Martin:
$Self-{TicketAcl}-{'ACL-Name-1'} = {
Properties = {
# Tickets on IT Queue
User = {
Group_rw = [
'Academic',
],
}
},
PossibleNot = {
Ticket = {
# Hides these Services
Service =
['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'],
},
},
};
As you can see, we must right every Service that is under IT Service. Is
there a way to user REGEXP in this line:
Service =
['IT,'IT::software','IT::software::SAP','IT::software::SAP::Create User'],
So it will hide every service under IT that is already created and others
that will be created after?
Thanks,
Ronaldo Richieri
On Wed, Apr 8, 2009 at 3:18 AM, Martin Edenhofer m...@otrs.com wrote:
Hi Ronaldo,
On Apr 8, 2009, at 01:05 , Ronaldo Richieri wrote:
Guys, is there a way to connect SLA or Services to the Queues and not to
Customer?
For Example, we have 2 queues: Software and Hardware
And we like to display software services for those who only see software
queue and hardware services for those who only see hardware queue.
There are several ways to do so. The easiest one would be:
a) Add all customers to all services.
b) Create ACLs to restrict services to queues
For more info about ACL see
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68
Ronaldo Richieri
-Martin
--
((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Address of record: Bad Homburg
Local Court: Bad Homburg, HRB 10751
Tax number: 003/240/97505
Chairman of the Supervisory Board: Burchard Steinbild
Executive Board: André Mindermann (CEO), Martin Edenhofer
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
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--
Ronaldo Richieri
(15) 8818-2009
-
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
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--
Ronaldo Richieri
(15) 8818-2009
-
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[dev] Service Level Agreement or Services linked to Queues
Hello, Guys, is there a way to connect SLA or Services to the Queues and not to Customer? For Example, we have 2 queues: Software and Hardware And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue. Thanks :-) Ronaldo Richieri -- Ronaldo Richieri (15) 8818-2009 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
