[otrs] ACL

Louis Becker

unread,

May 31, 2010, 10:16:14 AM5/31/10

to User questions and discussions about OTRS.

Hi

I would like to limit the values in the dropdown when tickets are created. I added the code below to /use/share/otrs/Kernel/config.pm, but it did not have any effect.

$Self->{TicketAcl}->{'ACL-Name-1'} = {

Properties => {

Ticket => {

Queue = ['NOC'],

},

Possible => {

Ticket => {

Service = ['Notification'],

},

};

Some questions:

· My config.pm file has 3 sections (I am not a perl expert, just started learning) one that starts with “BEGIN”, one that starts with “sub Load” and a bit that starts with use strict; In which part should the ACLs go?

· Should ACLs be enabled in the SysConfig somehow?

Louis

DISCLAIMER

This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

Nils Leideck - ITSM

unread,

May 31, 2010, 12:55:48 PM5/31/10

to User questions and discussions about OTRS.

Hi,

On 31.05.2010, at 16:16, Louis Becker wrote:

I would like to limit the values in the dropdown when tickets are created. I added the code below to /use/share/otrs/Kernel/config.pm, but it did not have any effect.

$Self->{TicketAcl}->{'ACL-Name-1'} = {
Properties => {
     Ticket => {
                Queue = ['NOC'],
     },
},
Possible => {
    Ticket => {
      Service = ['Notification'],
    },
},
};

Some questions:
·         My config.pm file has 3 sections (I am not a perl expert, just started learning) one that starts with “BEGIN”, one that starts with “sub Load” and a bit that starts with use strict; In which part should the ACLs go?
·         Should ACLs be enabled in the SysConfig somehow?

Your ACL should go somewhere below:

# ---------------------------------------------------- #

# insert your own config settings "here" #

# config settings taken from Kernel/Config/Defaults.pm #

# ---------------------------------------------------- #

Please keep in mind that ACLs are not working for the user “root@localhost” ;-))

Freundliche Grüße / Kind regards

Nils Leideck

--
Nils Leideck
Senior Consultant

nils.l...@leidex.net
nils.l...@otrs.com

http://webint.cryptonode.de / a Fractal project

Louis Becker

unread,

Jun 1, 2010, 4:59:01 AM6/1/10

to User questions and discussions about OTRS.

Hi Nils

1. Does the system pickup the new ACLs automatically or must one register the ACLs, or force it to be read? I can’t get mine to work.

2. Can the ACL have any name, or should the names be specific?

My Queues are:

Billing System

Core Network

NOC

Radio Network

VAS Elements

My Service list has the following services:

Emergency Response

Notification

Routine Maintenance

Schedules Maintenance

I would like the ACL to only make service “Notification” available when a customer or agent selects Queue “NOC” for new tickets.

I have put my code just below the comment you mentioned. This is my code:

$Self->{TicketAcl}->{'ACL-Name-1'} = {

Properties => {

Ticket => {

Queue = ['NOC'],

},

Possible => {

Ticket => {

Service = ['Notification'],

},

PossibleNot => {

Ticket => {

Service = ['Emergency Maintenance', 'Routine Maintenance', 'Scheduled Maintenance'],

},

};

At the moment I have not been able to get any ACL to work, so I would really appreciate your help.

Louis

DISCLAIMER

Nils Leideck - ITSM

unread,

Jun 1, 2010, 5:40:10 AM6/1/10

to User questions and discussions about OTRS.

Hi,

On 01.06.2010, at 10:59, Louis Becker wrote:

Hi Nils

1. Does the system pickup the new ACLs automatically or must one register the ACLs, or force it to be read? I can’t get mine to work.
2. Can the ACL have any name, or should the names be specific?

My Queues are:
Billing System
Core Network
NOC
Radio Network
VAS Elements

My Service list has the following services:
Emergency Response
Notification
Routine Maintenance
Schedules Maintenance

This is a bit more complicated.

1. You do not need to force them or enable them, just save them in Kernel/Config.pm

2. Instead of “=“ you need to use “=>” ;-))

3. The ACL for AgentTicketPhone, AgentTicketEmail and CustomerTicketMessage need to look a bit different in the Properties section.

see this bug for details: http://bugs.otrs.org/show_bug.cgi?id=4205

This should be a working ACL for your Idea:

$Self->{TicketAcl}->{'00100 - allowed Services for Queue NOC'} = {

Properties => {

Frontend => {

Action => ['AgentTicketPhone', 'AgentTicketEmail', 'CustomerTicketMessage'],

},

Queue => {

Name => ['NOC'],

},

Possible => {

Ticket => {

Service => ['Notification'],

},

};

Louis Becker

unread,

Jun 1, 2010, 7:10:08 AM6/1/10

to User questions and discussions about OTRS.

Nils

Code below is still not working for either customers or agents Any ideas?

$Self->{TicketAcl}->{'Allowed-Services-for-NOC'} = {

Properties => {

Frontend => {

Action => ['AgentTicketPhone', 'AgentTicketMail', 'CustomerTicketMessage'],

},

Queue => {

Name => ['NOC'],

},

Possible => {

Ticket => {

Service => ['Notification'],

},

};

Is it a version issue perhaps? I’m running 2.3.4

Louis

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Nils Leideck - ITSM
Sent: 01 June 2010 10:40
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL

Hi,

DISCLAIMER

Nils Leideck - ITSM

unread,

Jun 1, 2010, 7:31:29 AM6/1/10

to User questions and discussions about OTRS.

Hi,

On 01.06.2010, at 13:10, Louis Becker wrote:

Is it a version issue perhaps? I’m running 2.3.4

Yes, you need to run at least OTRS 2.4.6 to have ACLs working with considered AJAX reloads.

Murilo Moreira de Oliveira

unread,

Jun 1, 2010, 8:57:28 AM6/1/10

to User questions and discussions about OTRS.

I'm using OTRS 2.4.6 and your example worked for me. But now I'd like to increment my acls using restriction on ticket types. The acl bellow didn't work:

$Self->{TicketAcl}->{'ACL-RelacaoTipoServico1'} = {
# 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'],
        },
    },
    };

Any ideas??

2010/6/1 Nils Leideck - ITSM <nils.l...@leidex.net>

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/

CARNINO Daniele (FIAT ITEM)

unread,

Jun 1, 2010, 11:23:40 AM6/1/10

to User questions and discussions about OTRS.

Murilo,
have you tested the ACL using a normal user account (not an administrator)?
In my experience, some good ACL seems not to work until you test it with an unprivileged account...
________________________________________
Da: otrs-b...@otrs.org [otrs-b...@otrs.org] per conto di Murilo Moreira de Oliveira [murilo....@gmail.com]
Inviato: martedì 1 giugno 2010 14.57
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] ACL

Any ideas??

2010/6/1 Nils Leideck - ITSM <nils.l...@leidex.net<mailto:nils.l...@leidex.net>>
Hi,

On 01.06.2010, at 13:10, Louis Becker wrote:

Is it a version issue perhaps? I’m running 2.3.4

Yes, you need to run at least OTRS 2.4.6 to have ACLs working with considered AJAX reloads.

Freundliche Grüße / Kind regards

Nils Leideck

--
Nils Leideck
Senior Consultant

nils.l...@leidex.net<mailto:nils.l...@leidex.net>
nils.l...@otrs.com<mailto:nils.l...@otrs.com>

Murilo Moreira de Oliveira

unread,

Jun 1, 2010, 1:29:25 PM6/1/10

to User questions and discussions about OTRS.

Hello Daniele.

Yes, I've already advised about the use of administrator privileges and for my tests I use only customer accounts.

Thanks any way.

2010/6/1 CARNINO Daniele (FIAT ITEM) <daniele...@fiatgroup.com>

Louis Becker

unread,

Jun 4, 2010, 7:41:41 AM6/4/10

to User questions and discussions about OTRS.

Hi Nils

Updated to OTRS 2.4.7. I am able to run ACL that trigger on Queue change to ‘Raw’. Is it possible to trigger ACLs from TicketFreeText fields. Below please find some of my code that is NOT working on TicketFreeText field.

$Self->{TicketAcl}->{'ACL-Limit-SiteList'} = {

Properties => {

Frontend => {

Action => ['CustomerTicketMessage'],

},

Ticket => {

TicketFreeText1 => ['Khomas'],

},

Possible => {

Ticket => {

TicketFreeText2 => ['KMS0004'],

},

};

Louis

Louis Becker
Project Control Manager
T          +264 855 550 000
C          +264 855 510 136
F         +264 855 202 010
Louis....@leo.na
http://www.leo.na

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Nils Leideck - ITSM
Sent: 01 June 2010 12:31
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL

Hi,

DISCLAIMER

image001.jpg

Nils Leideck - ITSM

unread,

Jun 4, 2010, 7:49:44 AM6/4/10

to User questions and discussions about OTRS.

Hi,

On 04.06.2010, at 13:41, Louis Becker wrote:

Updated to OTRS 2.4.7. I am able to run ACL that trigger on Queue change to ‘Raw’. Is it possible to trigger ACLs from TicketFreeText fields. Below please find some of my code that is NOT working on TicketFreeText field.

    $Self->{TicketAcl}->{'ACL-Limit-SiteList'} = {
            Properties => {
                    Frontend => {
                            Action => ['CustomerTicketMessage'],
                    },
                    Ticket => {
                            TicketFreeText1 => ['Khomas'],
                    },
            },
            Possible => {
                    Ticket => {
                            TicketFreeText2 => ['KMS0004'],
                    },
            },
    };

That is not working in the current version of OTRS as a FreeTextField change does not reload any other field yet.

Louis Becker

unread,

Jun 4, 2010, 9:53:23 AM6/4/10

to User questions and discussions about OTRS.

That is really sad!

$me->{disappointed}->{‘Bid-sigh’}

Any current plans on this?

Louis

Nils wrote:

That is not working in the current version of OTRS as a FreeTextField change does not reload any other field yet.

DISCLAIMER

Nils Leideck - ITSM

unread,

Jun 4, 2010, 1:40:23 PM6/4/10

to User questions and discussions about OTRS.

Hi,

On 04.06.2010, at 15:53, Louis Becker wrote:

That is really sad!
$me->{disappointed}->{‘Bid-sigh’}
Any current plans on this?

Nils wrote:
That is not working in the current version of OTRS as a FreeTextField change does not reload any other field yet.

Not that I am aware of, but you could write your own reload and ACL trigger and post it to the development list.

If your code is good we may consider to implement it to the OTRS Standard which would make it available to the whole OTRS World :-))

Reply all

Reply to author

Forward