Hi Lukasz!! Thanks for the solution, I think it's a good possibility,
but if I test the code you sent me, when I choose in the customer
interface the queue selected in the ACLi can't see nothing in
'services', it's good because you see if it works just that for some
reason I can not see the tail start any service in the ACL
El 24/08/11 14:51, Lukasz Hadyna escribió:
This is possible by creating an ACL.
This will require you to add the following to /opt/otrs/Kernel/Config.pm
$Self->{TicketAcl}->{'nameOfACL'} = {
Properties => {
Queue => { Name => ['nameOfQueue'], },
},
Possible => {
Ticket => {
Service => ['Service 1',
'Service 2',
'Service 3',
],
},
},
};
The nameOfACL doesn't matter, but if you enter more than one ACL entry
they will be applied in alphabetical order according to the name.
Lukasz Hadyna
Infrastructure & Service Reporting Analyst
Academic Information & Communication Technologies
University of Alberta
On Fri, Aug 19, 2011 at 8:02 AM, Gerald Young <cryth...@gmail.com
<mailto:cryth...@gmail.com>> wrote:
Not really, because Queues are agnostic to Customers.
The only thing a Queue can be is a member of a group.
Customers can be members of a group.
Customers can be assigned services.
Services can be assigned SLAs.
The idea is that a Customer purchases a service, and with that
service, potentially an SLA.
A Queue, for all it is, is a label in a group. In some terms, it
can be described as "What group of Agents can handle this ticket?
What group of Customers can submit this ticket?" or, if you will,
"Given a service that a customer has purchased, what Queue
(Technical Support? Sales? Service? Replace?) is appropriate?"
Admittedly, this may not be the way you want to handle things, but
it's the effective way OTRS does by default.
You may decide to add a Postmaster filter or Generic Agent to
handle this otherwise.
(This is my opinion. Other contributors may have different
opinions and methods to address this. Through programming,
practically anything is possible.)
On Fri, Aug 19, 2011 at 9:03 AM, José Francisco Luis Medina
<josefranciscoluismed...@gmail.com
<mailto:josefranciscoluismed...@gmail.com>> wrote:
there is no possibility to link the Service to Queue? is a bit
annoying to have the complete list of services and that
nothing filter this ...
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