Book:OTRS 3.0 - Admin Manual/Chapter 18

From OTRS 2.0 on, Access Control Lists (ACLs) can be used to control access to tickets, modules, queues, etc., or to influence actions on tickets (closing, moving, etc.) in certain situations. ACLs can be used to supplement the existing permission system of roles and groups. Using ACLs, rudimental workflows within the system can be mapped, based on ticket attributes.

As yet, ACLs cannot be created using the SysConfig interface. They must be directly entered into the Kernel/Config.pm file. Some ACL examples are listed below (Example 18-1, 18-2 and 18-3):

In Script 18.1 there is a list of all parameters which can be used for ACLs.