ACL Reference Guide
####################

Working with tickets can become a bewildering task. Many options are given to process, or close tickets, even if they are not needed in the current state of a ticket or due to the role of the current agent. Hiding unneeded entries cleans up the menu bar and gets it easier to work with, hiding values from dynamic fields or next queues lowers chance of human error.

We use access control lists (ACL) to restrict agents and customer users on ticket options, allowing only correct and meaningful activities with a ticket. As administrators you can easily generate ACLs in the graphical interface to prevent ticket closure until meeting specific requirements, prevent tickets from being moved to queues before adding the defined information and much more.

A list of all possible match and set criteria:


Match Properties
*****************

You may match Key/Values using ``Properties Database`` (Backend) or ``Properties`` (Frontend) matching.


+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Property      | Key                           | Value                                               | Comments                                                                                                                                                           |
+===============+===============================+=====================================================+====================================================================================================================================================================+
| CustomerUser  | UserLogin                     | some login                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | UserCustomerID                | some customer id                                    |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Group_rw                      | some group (active customer group feature required) |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|| DynamicField || DynamicField_Field1          ||                                                    || Names must be in DynamicField_<field_name> format.                                                                                                                |
||              ||                              ||                                                    || Values for dynamic fields must always be the untranslated internal data keys specified in the dynamic field definition and not the data values shown to the user. |
||              || DynamicField_TicketFreeText2 || some key or value                                  || Using the key is also mandatory for a dynamic field of type database and dynamic field of type webservice.                                                        |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|| Frontend     || Action                       || AgentTicket....                                    || Entities are dynamically populated and can be search for by typing.                                                                                               |
||              ||                              || CustomerTicket....                                 ||                                                                                                                                                                   |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Owner         | UserLogin                     | some login                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Group_rw                      | some group                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Role                          | some role                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Priority      | ID                            | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Name                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Process       | ProcessEntityID               | some id                                             | The current process id. Use only with Properties Database.                                                                                                         |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | ActivityEntityID              | some id                                             | The current activity id. Use only with Properties Database.                                                                                                        |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | ActivityDialogEntityID        | some id                                             | The current activity dialog in use. Use only with Properties.                                                                                                      |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Queue         | QueueID                       | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Name                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | GroupID                       | some group id                                       | Used to match multiple queues.                                                                                                                                     |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Email                         | some email address                                  | Used to match multiple queues.                                                                                                                                     |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | RealName                      | email address real name                             | Used to match multiple queues.                                                                                                                                     |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Responsible   | UserLogin                     | some login                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Group_rw                      | some group                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Role                          | some role                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Service       | ServiceID                     | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Name                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | ParentID                      | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| SLA           | SLAID                         | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Name                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Calendar                      | some calendar                                       |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| State         | ID                            | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Name                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | TypeName                      | some type name                                      | To match multiple states.                                                                                                                                          |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | TypeID                        | some id                                             | See table ticket_state_type                                                                                                                                        |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Ticket        | Queue                         | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | State                         | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Priority                      | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Lock                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | CustomerID                    | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | CustomerUserID                | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Owner                         | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | DynamicField_*                | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | NewOwner                      | login                                               | Prior to Znuny 6.4.4, this would reference the display name.                                                                                                       |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | <other Property>              | <other property>                                    | Any other ticket attribute.                                                                                                                                        |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Type          | ID                            | some id                                             |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Name                          | some name                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
| User          | UserLogin                     | some login                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Group_rw                      | some group                                          |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+
|               | Role                          | some role                                           |                                                                                                                                                                    |
+---------------+-------------------------------+-----------------------------------------------------+--------------------------------------------------------------------------------------------------------------------------------------------------------------------+

Configuration Properties
*************************

Configuration properties can be:

Possible (white-listing)
  The values entered show exclusive values.
PossibleNot (black-listing)
  The values entered show excluded values.
PossibleAdd (for cumulating lists)
  The values entered add to previous ACL restrictions. This is generally used in combination with PossibleNot.


+------------------------+---------------------+-------------------------+-----------------------------------------------------------------------------------------------------------------------------------------+
| Property               | Key                 | Value                   | Comments                                                                                                                                |
+========================+=====================+=========================+=========================================================================================================================================+
| Action                 | -                   | some action (frent-end) | Entities are dynamically populated and can be search for by typing.                                                                     |
+------------------------+---------------------+-------------------------+-----------------------------------------------------------------------------------------------------------------------------------------+
| ActivityDialogEntityID | -                   | some id                 |                                                                                                                                         |
+------------------------+---------------------+-------------------------+-----------------------------------------------------------------------------------------------------------------------------------------+
| Process                | -                   | some id                 |                                                                                                                                         |
+------------------------+---------------------+-------------------------+-----------------------------------------------------------------------------------------------------------------------------------------+
| Ticket                 | Any Ticket Property | some name               | IDs do not work in the ticket configuration settings. You can set the returnable state, but not state id, state type, or state type id. |
+------------------------+---------------------+-------------------------+-----------------------------------------------------------------------------------------------------------------------------------------+