Carlos, Q#1: SuSE 9.1 Good choice :). It also works on 9.2 with a little modification. Q#2: You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story. Q#3: I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.). Paul Cainkar -----Original Message----- From: Carlos Echavarria [mailto:carlos.echavarria@gmail.com] Sent: Wednesday, April 27, 2005 4:16 PM To: otrs@otrs.org Subject: [otrs] Introduction First of all I wanna introduce myself, I´m from Uruguay and have been investigatiing the OTRS software for a couple of weeks now. I have it operating on SuSE 9.1 and it´s working, what I´m trying to do now is to figure out the hole system before we put it to use on our company, since I´m going to be the administrator. The first question that pops to my head and haven´t found and answer yet is, Where does one go to delete, users, customers, etc? Does one had to go into the mysql database to do this?, since I´m doing a lot of testing and starting to need to erase the things I do in order to start over again. Well, I´m going to try to found some answers on the documentation. Best Regards.. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/
On 4/27/05, Cainkar, Paul
Carlos,
Q#1:
SuSE 9.1 Good choice :). It also works on 9.2 with a little modification.
Well, first of all I´m impress on the quick answer, so thanks =)
Q#2:
You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story.
So basically one has to really have the design of the whole system before starting to define clients, customers, etc? What did you do when you started using OTRS?
Q#3:
I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.).
Ok, so handling mysql is out of the question, hope to finish the pdf tonight so I can read it over again tomorrow :) Bye.
Hello! Some quick answers below... On 27 Apr 2005 at 20:35, Carlos Echavarria wrote:
Q#2:
You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story.
So basically one has to really have the design of the whole system before starting to define clients, customers, etc? What did you do when you started using OTRS?
It's very important to get a piece of paper and write there how you would manage your tickets: where would they come, from which customers, to what queues will they go, who will manage them in your company, etc. You'll probably have some kind of procedures right now (before OTRS) that could be a good starting point... if you're satisfied with them, of course ;)
Q#3:
I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.).
Ok, so handling mysql is out of the question, hope to finish the pdf tonight so I can read it over again tomorrow :)
I have a separate OTRS installation for testing. When I want to test something from the beginning, I set "$Self->{SecureMode} = 0;" from Config.pm, then I use the web installer (http://host/otrs/installer.pl) to drop the database and let the installer create it again. It takes me 1 minute to have a fresh OTRS database :-) Also, if I ever need to test something using the data from the production system, I would take a database backup from the production system and restore it in my testing server. I haven't tried this yet, but it should work... In my short experience with OTRS, I didn't had the necessity to touch the database directly for anything. Good luck! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
participants (3)
-
Cainkar, Paul -
Carlos Echavarria -
Victor Rodriguez Cortes