Re: ACL for empty value in properties

Thank you for the idea but that’s not a solution for us: Service is required only to close a ticket, so we don’t force our first-level agents to immediately recognize the service.

Kind regards,
Juan Clavero

De: otrs [mailto:[email protected]] En nombre de Alvaro Cordero
Enviado el: miércoles, 17 de mayo de 2017 16:34
Para: User questions and discussions about OTRS. <[email protected]>
CC: [email protected]
Asunto: Re: [otrs] ACL for empty value in properties

Well, you can always make Service to be Mandatory, that should prevent a ticket to not have one so you shouldn't worry about tickets being closed without being correctly classified.

Best Regards.

2017-05-17 2:03 GMT-06:00 Juan Manuel Clavero Almirón <[email protected]<mailto:[email protected]>>:
Hi all,

We  want to forbid closing a ticket without service. We've been able to do it for stored tickets with an ACL but can't seem to manage in a new ticket form (e.g, in AgentTicketPhone). We thought we could do it with Service in the Properties section but can't match an undefined value.

Our  last config is like this:

  ConfigChange:
    PossibleNot:
      Ticket:
        State:
        - closed successful
        - closed unsuccessful
  ConfigMatch:
    Properties:
      Frontend:
        Action:
        - AgentTicketPhone
      Service:
        ServiceID:
        - '[RegExp]^$'

We've also tried with these variants:

option a)
      Service:
        ServiceID:
        - '[NotRegExp]^.+$'

option b)
      Service:
        Name:
        - '[RegExp]^$'

option c)
      Service:
        Name:
        - '[NotRegExp]^.+$'

We've got the ACL debug mode on and it shows matching Action but shows nothing on Service.
Could you help us? What are we missing?

Kind regards,
Juan Clavero

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Alvaro Cordero Retana
Consultor de Tecnologias
Tel: 22585757 ext 123
Email: [email protected]<mailto:[email protected]>
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