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Administrator Interface

This package has no administrator interface.

New Dynamic Field

After installation of the package a new dynamic field of type Master / Slave will be added to the system where the master/slave information is stored. The creation of more fields of this type is not possible.

New Ticket Event Module

To make slave tickets to follow master updates there is ticket event module Kernel::System::Ticket::Event::MasterSlave.pm that catches the events from the master ticket and replicates them into its slaves.

Exception for Closing Parent Ticket

The Ticket::Acl::Module###1-Ticket::Acl::Module is not compatible to use with this package by default. To allow closing parent tickets only if all its children are already closed, an additional ACL have to be added which makes an exception for master/slave tickets.

Here is an example ACL for this exception:

---
- ChangeBy: root@localhost
  ChangeTime: 2021-09-07 13:45:58
  Comment: Exception for master/slave tickets.
  ConfigChange:
    PossibleAdd:
      Action:
      - AgentTicketClose
      Ticket:
        State:
        - '[regexp]close'
  ConfigMatch:
    PropertiesDatabase:
      DynamicField:
        DynamicField_MasterSlave:
        - Master
  CreateBy: root@localhost
  CreateTime: 2019-05-24 11:45:29
  Description: 'This ACL allows using the Master/Slave feature together with the “Ticket::Acl::Module###1-Ticket::Acl::Module” setting.'
  ID: 1
  Name: Master/Slave Exception
  StopAfterMatch: 0
  ValidID: 1

ACL Reference

This package adds a new action that can be used in ACLs. The following reference shows the action added by this package and extends the existing ACL reference from the Administrator Manual with the new action only.

---
- ChangeBy: root@localhost
  ChangeTime: 2021-09-13 13:51:29
  Comment: ACL Reference for Master/Slave.
  ConfigMatch:
    Properties:
      DynamicField:
        DynamicField_MasterSlave:
        - Master
        - SlaveOf:TICKET_NUMBER (where TICKET_NUMBER is a master ticket number)
      Frontend:
        Action:
        - AgentTicketMasterSlave
    PropertiesDatabase:
      # Match properties (existing values from the database).
      # Please note that Frontend is not in the database, but in the framework.
      # See section "Properties", the same configuration can be used here.
  ConfigChange:
    Possible:
      # Reset possible options (white list).
      Action:
      # Possible action options (white list).
      - AgentTicketMasterSlave
      Ticket:
      # Possible ticket options (white list).
        DynamicField_MasterSlave:
        - Master
        - SlaveOf:TICKET_NUMBER (where TICKET_NUMBER is a master ticket number)
    PossibleAdd:
       # Add options (white list).
       # See section "Possible", the same configuration can be used here.
    PossibleNot:
       # Remove options (black list).
       # See section "Possible", the same configuration can be used here.
  CreateBy: root@localhost
  CreateTime: 2021-09-13 13:51:29
  Description: This reference shows the action added by Master/Slave.
  ID: 1
  Name: 201-ACL-Reference
  StopAfterMatch: 0
  ValidID: 3