Chapter 5. Customization

This example shows you the basic structure of an ACL. First, it needs to have a name. In this case, it is "ACL-Name-2". Note that the ACLs will be numerically sorted before execution, so you should use the names carefully.

Secondly, you have a "Properties" section which is a filter for your tickets. All the criteria defined here will be applied to a ticket to determine if the ACL must be applied or not. In our example, a ticket will match if it is in the queue "Raw" and has priority "5 very high". This is also affected by changes in the form (e.g. if the ticket is the queue "raw" and had a priority "3 normal" at this moment the ACL will not match, but then priority drop-down is selected and the priority is changed now to "5 very high" then will also match).

Lastly, a section "Possible" defines modifications to the screens. In this case, from the available queues, only the queue "Alert" can be selected in a ticket screen.

# ticket acl
$Self->{TicketAcl}->{'100-Example-ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Queue => ['Raw'],
            Priority => ['5 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            Queue => ['Alert'],
        },
    },
};
                

This example is very similar to the last one, but in this case only tickets in the queue "Raw" and with a priority "5 very high", both stored in the database will match. This kind of ACLs does not consider changes in the form before the ticket is really updated in the database.

# ticket acl
$Self->{TicketAcl}->{'102-Example-ACL'} = {
    # match properties
    PropertiesDatabase => {
        # current ticket match properties
        Ticket => {
            Queue => ['Raw'],
            Priority => ['5 very high'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            Queue => ['Alert'],
        },
    },
};
                

Here you can see how a ticket field (state) can be filtered with more than one possible value to select from. It is also possible to limit the actions that can be executed for a certain ticket. In this case, the ticket cannot be closed.

$Self->{TicketAcl}->{'102-Second-Example-ACL'} = {
    # match properties
    Properties => {
        # current ticket match properties
        Ticket => {
            Queue => ['Raw'],
        }
    },
    # return possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            State => ['new', 'open', 'pending reminder'],
        },
    },
    3 return also not possible options (black list)
    PossibleNot => {
        # not possible action options
        Action => [ 'AgentTicketClose' ],
    },
};
                

This example shows how it is possible to define negative filters (the state "closed successful" will be removed). You can also see that not defining match properties for a ticket will match any ticket, i. e. the ACL will always be applied. This may be useful if you want to hide certain values by default, and only enable them in special circumstances (e. g. if the agent is in a specific group).

$Self->{TicketAcl}->{'103-Third-ACL-Example'} = {
    # match properties
    Properties => {
        # current ticket match properties (match always)
    },
    # return possible options
    PossibleNot => {
        # possible ticket options
        Ticket => {
            State => ['closed successful'],
        },
    },
};
                

This example also shows you how you can use regular expressions for matching tickets and for filtering the available options.

$Self->{TicketAcl}->{'104-Only-Hardware-Services-for-HW-Queues-ACL'} = {
    # match properties
    # note we don't have "Ticket => {" because there's no ticket yet
    Properties => {
    Queue => {
        Name => ['[RegExp]HW'],
        }
    },
    # return possible options
    Possible => {
        # possible ticket options
        Ticket => {
            Service => ['[RegExp]^(Hardware)'],
        },
    },
};
                

$Self->{TicketAcl}->{"105-Disallow-Process-For-CustomerID"} = {
    'Possible' => {},
    'PossibleNot' => {
        'Process' => [
            'P14'
        ]
    },
    'Properties' => {
        'CustomerUser' => {
            'UserCustomerID' => [
                'CustomerID'
            ]
        }
    },
    'PropertiesDatabase' => {},
    'StopAfterMatch' => 0
};
                

# ticket acl
$Self->{TicketAcl}->{'200-ACL-Reference'} = {
    # match properties (current values from the form)
    Properties => {

        # the used frontend module
        Frontend => {
            Action => ['AgentTicketPhone', 'AgentTicketEmail'],
        },

        # the logged in agent
        User => {
            UserLogin => ['some login'],
            Group_rw => [
                'hotline',
            ],
            Role => [
                'admin',
            ],
            # ...
        },

        # the logged in customer
        CustomerUser => {
            UserLogin => ['some login'],
            UserCustomerID => ['some customer id'],
            Group_rw => [
                'hotline',
            ],
            Role => [
                'admin',
            ],
            # ...
        },

        # process properties
        Process => {
            ProcessEntityID        => ['Process-9c378d7cc59f0fce4cee7bb9995ee3eb'],         # the Process that the current ticket is part of
            ActivityEntityID       => ['Activity-f8b2fdebe54eeb7b147a5f8e1da5e35c'],        # the current Activity of the ticket
            ActivityDialogEntityID => ['ActivityDialog-aff0ae05fe6803f38de8fff6cf33b7ce'],  # the current ActivityDialog that the Agent/Customer is using
        },

        # ticket properties
        Queue => {
            Name     => ['Raw'],
            QueueID  => ['some id'],
            GroupID  => ['some id'],
            Email    => ['some email'],
            RealName => ['OTRS System'],
            # ...
        },
        Service => {
            ServiceID => ['some id'],
            Name      => ['some name'],
            ParentID  => ['some id'],
            # ...
        },
        Type => {
            ID   => ['some id'],
            Name => ['some name'],
            # ...
        },
        Priority = {
            ID   => ['some id'],
            Name => ['some name'],
            # ...
        },
        SLA = {
            SLAID    => ['some id'],
            Name     => ['some name'],
            Calendar => ['some calendar'],
            # ...
        },
        State = {
            ID       => ['some id'],
            Name     => ['some name'],
            TypeName => ['some state type name'],,
            TypeID   => ['some state type id'],
            # ...
        },
        Owner => {
            UserLogin => ['some login'],
            Group_rw => [
                'some group',
            ],
            Role => [
                'admin',
            ],
            # ...
        },
        Responsible => {
            UserLogin => ['some login'],
            Group_rw => [
                'some group',
            ],
            Role => [
                'admin',
            ],
            # ...
        },
        DynamicField => {
            # Names must be in DynamicField_<field_name> format.
            # Values in [ ... ] must always be the untranslated internal data keys
            #   specified in the dynamic field definition and
            #   not the data values shown to the user.
            DynamicField_Field1          => ['some value'],
            DynamicField_OtherField      => ['some value'],
            DynamicField_TicketFreeText2 => ['some value'],
            # ...
        },
        # alternatively, ticket properties can be specified in the ticket hash
        Ticket => {
            Queue                => ['Raw'],
            State                => ['new', 'open'],
            Priority             => ['some priority'],
            Lock                 => ['lock'],
            CustomerID           => ['some id'],
            CustomerUserID       => ['some id'],
            Owner                => ['some owner'],
            DynamicField_Field1  => ['some value'],
            DynamicField_MyField => ['some value'],
            # ...
        },
    },

    # match properties (existing values from the database)
    PropertiesDatabase => {
        # See section "Properties", the same config can be used here.
        # ...
    }

    # reset possible options (white list)
    Possible => {
        # possible ticket options (white list)
        Ticket => {
            Queue => ['Hotline', 'Coordination'],
            State => ['some state'],
            Priority => ['5 very high'],
            DynamicField_Field1  => ['some value'],
            DynamicField_MyField => ['some value'],
            # ...
            NewOwner => ['some owner'],
            OldOwner => ['some owner'],
            # ...
        },

        # Limit the number of possible ActivityDialogs the Agent/Customer
        #   can use in a process ticket.
        ActivityDialog => ['AD1', 'AD3'],

        # Limit the number of possible Processes that can be started
        Process => ['Process-9c378d7cc59f0fce4cee7bb9995ee3eb', 'Process-12345678901234567890123456789012'],

        # possible action options (white list)
        Action => [
            'AgentTicketBounce',
            'AgentTicketPhone'.      # only used to show/hide the Split action
            'AgentLinkObject',       # only used to show/hide the Link action
            # ...
        ],
    },
    # add options (white list)
    PossibleAdd => {
        # See section "Possible"
        # ...
    },
    # remove options (black list)
    PossibleNot => {
        # See section "Possible"
        # ...
    },
};