RE: [otrs] Can't Access AdminArea

29 Jul 2004

      Thanks a lot man. I finally figured it out. I realized that the admin groups
valid_id was set on 2 not 1. Once I changed this I recieved the Admin access
back again. I really appreciate all your help and the willingness you have
to help. I do have another question for you. How is the escalation time
triggered on a ticket? At what point is it reset? Is this when an agent
zooms in on the ticket or if they just view the small details of the ticket?
Where is the reset point for escalation on a ticket?

thanks
marshall

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of
Robert Kehl
Sent: Thursday, July 29, 2004 9:46 AM
To: otrs@otrs.org
Subject: RE: [otrs] Can't Access AdminArea
...
I haven't recieved any replies back from you since sending that bitmap of
my
groups table. Did you recieve the e-mail that was zipped and had the
group.bmp inside?
I do not receive any zips due to the recent virii storms, sorry.
Additionally, please send such attachements to me via PM only when asked
for it. Thank you.
...
I was hoping you could help me by taking a look at this
and comparing it to what is supposed to be in the groups table. I wasn't
sure what to compare it with in the initial_insert.sql file. Let me know
if you want me to resend that bitmap.
No, sorry. Don't get me wrong, but we'd get into personal support then.

This is the appropriate part from initial_insert.sql.
-- groups
INSERT INTO groups
    (name, valid_id, create_by, create_time, change_by, change_time)
    VALUES
    ('users',  1, 1, current_timestamp, 1, current_timestamp);
INSERT INTO groups
    (name, valid_id, create_by, create_time, change_by, change_time)
    VALUES
    ('admin',  1, 1, current_timestamp, 1, current_timestamp);
INSERT INTO groups
    (name, valid_id, create_by, create_time, change_by, change_time)
    VALUES
    ('stats',  1, 1, current_timestamp, 1, current_timestamp);
INSERT INTO groups
    (name, valid_id, create_by, create_time, change_by, change_time)
    VALUES
    ('faq',  1, 1, current_timestamp, 1, current_timestamp);

In your case, you have to be sure to have the group with ID 2.
...
Finally, if I have to revert to old settings can I just revert to the old
groups/users? What does the backup restore? What would you recommend
trying to get my old settings back?
To get you to work again, you could try restoring a backup of the time it
was working, if you cannot repair the installation.

With kind regards,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
         http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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RE: [otrs] Can't Access AdminArea

Marshall28