Hello,
we have an acl that forces agents to 'classify' (setting a type, service and SLA) a ticket before being able to work on it. The ACL looks like this:
I'd like specific roles to be able to work on the ticket even if its not classified yet. This is how i configured the ACL:
Sadly it is not working. Can anyone help me in figuring out what i did wrong here?
Problems with ACL-Configuration
Moderator: crythias
Re: Problems with ACL-Configuration
Hi,
should work. Remember, they need to be in correct order.
First Deny, then Allow
Flo
should work. Remember, they need to be in correct order.
First Deny, then Allow
Flo
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Re: Problems with ACL-Configuration
Thanks for the quick reply.
Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.
Thats exactly the order I put it. The 'PossibleNot' ACL comes first. Still not working though.
Re: Problems with ACL-Configuration
Hi,
try to remove the type unclassified in the possible add acl
Just do the role config there.
Florian
try to remove the type unclassified in the possible add acl
Just do the role config there.
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: Problems with ACL-Configuration
I tried that too but it's still not working.
Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new ticket comes in?
Am I right in the assumption that once i deploy an ACL it works right away? For example when theres an unclassified ticket thats already in the system can i just refresh it after deploying in order to test if it works? Or do I need to wait until a new ticket comes in?
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- Znuny guru
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Re: Problems with ACL-Configuration
That is correct. A deployed ACL will "work" right away on all existing tickets.
Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
Edit: Any chance you are using the user "root@localhost" ? ACLs don't apply to that user...
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Re: Problems with ACL-Configuration
No I didn't use that user. Configuring ACL's has always been weird to me it seems like sometimes they just work at random. thanks a lot for the help though.
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Re: Problems with ACL-Configuration
Try this
ACL001
Properties
- Type
-- Name
--- Unclassified
PossibleNot
- Ticket
-- State
--- closed successful
ACL002
Properties
- Type
-- Name
--- Unclassified
- User
-- Role
--- ABC
PossibleAdd
- Ticket
-- State
--- closed successful
ACL001
Properties
- Type
-- Name
--- Unclassified
PossibleNot
- Ticket
-- State
--- closed successful
ACL002
Properties
- Type
-- Name
--- Unclassified
- User
-- Role
--- ABC
PossibleAdd
- Ticket
-- State
--- closed successful
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