第5章 カスタマイズ

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).

最後に、「可能」セクションは画面への修正を定義します。この場合、利用可能キューから、「警告」キューだけがチケット・画面の中で選択することができます。

# 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'],
        },
    },
};
                

この例は先のものに非常に似ています。しかしながら、この例では、「生で」かつ優先度が「５：非常に高い」チケットのみが両者ともにデータベースに保存されて、マッチします。チケットがデータベースの中で実際に更新される前に、この種のACLはフォームの変更を考慮しません。

# 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'],
        },
    },
};
                

この例では、どのようにチケット・フィールド（の状態）が、（フォームを選択する１つ以上の可能な値で）フィルターされるかを理解できるでしょう。あるチケット用に実行することができる　アクションを制限することも可能です。この場合、チケットは完了できません。

$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' ],
    },
};
                

ここの例では、否定フィルタ（状態：「完了（成功）」を取り除く）をどのようにして定義可能か例示します。チケット用のマッチ・プロパティを定義しなければ、どんなチケットでもマッチすることもわかります。例えばACLが常に当てはまります。これは、もしデフォルトで特定の値を非表示にしたくかつ、特殊な環境（例えば担当者が特定のグループにいるならば）だけにそれらを可能にしたいなら活用可能になります。

$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'],
        },
    },
};
                

ここでは、マッチするチケットと利用可能なオプションのフィルタリングのための正規表現を使用することができるかについても例示します。

$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"
        # ...
    },
};