Hello Nils.
As I wrote before, I've tried three different combinations of syntaxes,
without success.
*#First one:*
Type=> {
Name => ['Incident'],
},
*#Second one (You suggested this):*
Ticket => {
Type => ['Incident'],
},
*#Third one:*
TicketType => {
Name => ['Incident'],
},
None of them worked at the moment of ticket creation! Is there a function
syntax to solve my need or should I open an improvement thread on the
tracker?
*
PS*: In order to relate the queue with the service at the moment of ticket
creation, I successfully used this syntax:
$Self->{TicketAcl}->{'ACL-RelacaoTipoServico1'} = {
# match properties
Properties => {
Frontend => {
Action => ['AgentTicketPhone', 'AgentTicketEmail',
'CustomerTicketMessage'],
},
*Queue => {
Name => ['SAT:SUPPORT'],
}*
# return possible options (white list)
Possible => {
Ticket => {
Service => [''SAP System'],
},
},
};
2010/6/2 Nils Leideck - ITSM <nils.leid...@leidex.net>:
> Hi,
> On 02.06.2010, at 19:56, Murilo Moreira de Oliveira wrote:
>
> I'm evaluating OTRS and I'd like to know if it is possible to present
> different services for my clients depending on the ticket type
> selected on customer frontend (customer.pl). I've already worked on an
> ACL that relates Queues and Services, but I don't know what is the
> syntax to match ticket types. Remember that I want an ACL that applies
> on tickets not yet created (the ACL must work when tickets are been
> created). Follow the code I've tried to use, unsuccessfully.
>
> $Self->{TicketAcl}->{'ACL-RelationTypeService1'} = {
> # match properties
> Properties => {
> Frontend => {
> Action => ['AgentTicketPhone', 'AgentTicketEmail',
> 'CustomerTicketMessage'],
> },
> Type=> {
> Name => ['Incident'],
> },
> # I tried the options bellow too and nothing happens!
> # Ticket => {
> # Type => ['Incident'],
> # },
> # TicketType => {
> # Name => ['Incident'],
> # },
> },
> # return possible options (white list)
> Possible => {
> Ticket => {
> Service => ['SAP System'],
> },
> },
> };
>
> try to exchange Type, Name with Ticket, Type as in your case the Ticket
does
> exist already.
>
> Freundliche Grüße / Kind regards
>
> Nils Leideck
>
> --
> Nils Leideck
> Senior Consultant
>
> nils.leid...@leidex.net
> nils.leid...@otrs.com
>
> http://webint.cryptonode.de / a Fractal project
>
>
>
>
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