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. This chapter has some ACL examples which will walk you trough the process of defining ACL definitions, and a reference of all possible important ACL settings.