Re: OTRS 6 ACL issue

Hi,

 

no it’s not missing, if you are not specify the match criteria it’s applied for all ticket – as manual describes. When I assign a specific services to a customer I add the CustomerID in properties section.

It’s not an option to use the Customer User <-> Service feature because the customers are comes from AD.

Anyway thanks for your reply!

Cheers!

Zoltan

 

 

Zoltán BIRÓ

T: +36 1 700 82 99  │ M: +36 30 931 99 60

 <mailto:[email protected]> [email protected]

 

From: otrs [mailto:[email protected]] On Behalf Of Alvaro Cordero
Sent: Tuesday, April 24, 2018 4:20 PM
To: User questions and discussions about OTRS. <[email protected]>
Subject: Re: [otrs] OTRS 6 ACL issue

 

Hello, 

 

It looks like you are missing your properties section.. How do you check what matches or not to assign your services? If you are just assigning customers to services why not using Customer User <-> Services feature? 

 

 

 

2018-04-24 6:23 GMT-06:00 BIRO Zoltan <[email protected] <mailto:[email protected]> >:

Hi Guys!

I’m using a lot of ACL in OTRS 5. After the upgrade of the test environment from 5.0.27 to  6.0.6 I got a lot of  ACL related message in OTRS log during the new ticket creation:

[Tue Apr 24 13:24:15 2018][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data!

[Tue Apr 24 13:24:15 2018][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data!

 

It looks ACL’s are working but these messages are slowing down the system.

I’m using the ACL for Service assignment according the CustomerID…so  all ACL’s are disabled and created a very simple one which is assign SPAM service for all customer.

$Self->{TicketAcl}->{'00001 - SPAM service'} = {

  'Possible' => {

    'Ticket' => {

      'Service' => [

        'SPAM'

      ]

    }

  },

  'PossibleAdd' => {},

  'PossibleNot' => {},

  'Properties' => {},

  'PropertiesDatabase' => {},

  'StopAfterMatch' => 0

};

 

The result is the same with this simple one it’s working but I got the message 48 times!

Is anybody faced the similar issue after the upgrade?

 

Many thanks!

Zoltan



Zoltan BIRO 

Senior Consultant

  +3617008299

   Madach Imre ut 13-14., 1075 Budapest

    <http://www.amaris.com/> www.amaris.com     <mailto:[email protected]> [email protected]

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Alvaro Cordero Retana
Consultor de Tecnologias

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Email: [email protected] <mailto:[email protected]> 
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