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 DynamicField_TicketFreeText2	some key or value	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. Using the key is also mandatory for a dynamic field of type database and dynamic field of type webservice.
Frontend	Action	AgentTicket…. CustomerTicket….	Entities are dynamically populated and can be search for by typing.
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, bun not state id, state type, or state type id.