Does anyone know what I might have done to loose access to the AdminArea tab in OTRS. I can't do any administrative functions and can only create tickets. How do I regain admin access? thanks marshall
Does anyone know what I might have done to loose access to the AdminArea tab in OTRS. I can't do any administrative functions and can only create tickets. How do I regain admin access?
You're most probably no longer a member of the 'admin' group. Use the root account to add your account to that group with 'rw' rights again. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
I don't see the AdminArea tab with the root account either. Doesn't look like root has access. Is there a way to modify the group rights somewhere else? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Tuesday, July 27, 2004 5:37 AM To: otrs@otrs.org Subject: Re: [otrs] Can't Access AdminArea
Does anyone know what I might have done to loose access to the AdminArea tab in OTRS. I can't do any administrative functions and can only create tickets. How do I regain admin access?
You're most probably no longer a member of the 'admin' group. Use the root account to add your account to that group with 'rw' rights again. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/
I don't see the AdminArea tab with the root account either. Doesn't look like root has access. Is there a way to modify the group rights somewhere else?
There is a otrs.addGroup in bin/, but: You'll first have to find out what happened, my advice. What was the last action you've taken before this happened? Did you rename something? What do your logs say? What does a diff to a previous backup reveal? Does it work with a fresh database? 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
wouldn't it be the script "otrs.addUser2Group" in bin directory? If I add root to this group that might do it. What do you think? I checked the /var/log/messages file and didn't find anything. Where is OTRS' log file stored? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Tuesday, July 27, 2004 11:08 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Can't Access AdminArea
I don't see the AdminArea tab with the root account either. Doesn't look like root has access. Is there a way to modify the group rights somewhere else?
There is a otrs.addGroup in bin/, but: You'll first have to find out what happened, my advice. What was the last action you've taken before this happened? Did you rename something? What do your logs say? What does a diff to a previous backup reveal? Does it work with a fresh database? 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 _______________________________________________ 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/
wouldn't it be the script "otrs.addUser2Group" in bin directory? If I add root to this group that might do it. What do you think?
I guess that won't do until you find out what happened. Remember what you (or some other admin?) did. Be sure to NOW have a backup of the db in its momentary state at least. Btw, you do have a daily backup, don't you?
I checked the /var/log/messages file and didn't find anything. Where is OTRS' log file stored?
By default, OTRS logs to syslog. See Config.pm for the exact location (option "LogModule"). Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
It's logging to /opt/otrs/otrs.log. But there is no otrs.log file. In terms of backup I do an rsync 4 times a day to another hard drive stored on the machine as well as running the backup.sh script which has been doing daily backups since 06-10-04. We don't have a lot of tickets on our system and haven't had any today. Running the otrs.adduser2group script will add the root user back into the admin group, correct? How damaging can that be? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Tuesday, July 27, 2004 12:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Can't Access AdminArea
wouldn't it be the script "otrs.addUser2Group" in bin directory? If I add root to this group that might do it. What do you think?
I guess that won't do until you find out what happened. Remember what you (or some other admin?) did. Be sure to NOW have a backup of the db in its momentary state at least. Btw, you do have a daily backup, don't you?
I checked the /var/log/messages file and didn't find anything. Where is OTRS' log file stored?
By default, OTRS logs to syslog. See Config.pm for the exact location (option "LogModule"). Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/
It's logging to /opt/otrs/otrs.log. But there is no otrs.log file.
That's not possible, because OTRS needs to be able to log. It will
certainly yike if it can't.
Can it be that you've got this in Config.pm?
$Self->{LogModule} = 'Kernel::System::Log::SysLog';
$Self->{LogModule::LogFile} = '
In terms of backup I do an rsync 4 times a day to another hard drive stored on the machine as well as running the backup.sh script which has been doing daily backups since 06-10-04. We don't have a lot of tickets on our system and haven't had any today.
So, you're best prepared to step back to a previous version. Good.
Running the otrs.adduser2group script will add the root user back into the admin group, correct? How damaging can that be?
I guess it won't do a thing to the situation, just try. You may additionally think about having a look at the raw db with a tool like phpMyAdmin or similar. Did you eventually rename some groups? Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Here is the error I get when trying to add root as admin: ticket:/opt/otrs/bin # ./otrs.addUser2Group root admin GID 2 UID 1 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Log.pm line 134. ERROR: otrs.addUser2Group-10 Perl: 5.8.1 OS: linux Time: Tue Jul 27 13:58:45 2004 Message: Need Permission! Traceback (2728): Module: Kernel::System::Group::GroupMemberAdd (v1.19) Line: 130 Module: ./otrs.addUser2Group (v) Line: 72 I'm not sure if I renamed any groups. Could I find this out through phpmyadmin. If so what table do I look under and what groups should I verify are named correctly? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Tuesday, July 27, 2004 1:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Can't Access AdminArea
It's logging to /opt/otrs/otrs.log. But there is no otrs.log file.
That's not possible, because OTRS needs to be able to log. It will
certainly yike if it can't.
Can it be that you've got this in Config.pm?
$Self->{LogModule} = 'Kernel::System::Log::SysLog';
$Self->{LogModule::LogFile} = '
In terms of backup I do an rsync 4 times a day to another hard drive stored on the machine as well as running the backup.sh script which has been doing daily backups since 06-10-04. We don't have a lot of tickets on our system and haven't had any today.
So, you're best prepared to step back to a previous version. Good.
Running the otrs.adduser2group script will add the root user back into the admin group, correct? How damaging can that be?
I guess it won't do a thing to the situation, just try. You may additionally think about having a look at the raw db with a tool like phpMyAdmin or similar. Did you eventually rename some groups? Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/
Here is the error I get when trying to add root as admin: Message: Need Permission!
Ouch.
I'm not sure if I renamed any groups. Could I find this out through phpmyadmin. If so what table do I look under and what groups should I verify are named correctly?
Have a look into groups and compare to what comes from scripts/database/initial_insert.sql. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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 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. 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? thanks marshall -----Original Message----- From: Marshall28 [mailto:marshall28@juno.com] Sent: Tuesday, July 27, 2004 1:51 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Can't Access AdminArea Here is the error I get when trying to add root as admin: ticket:/opt/otrs/bin # ./otrs.addUser2Group root admin GID 2 UID 1 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Log.pm line 134. ERROR: otrs.addUser2Group-10 Perl: 5.8.1 OS: linux Time: Tue Jul 27 13:58:45 2004 Message: Need Permission! Traceback (2728): Module: Kernel::System::Group::GroupMemberAdd (v1.19) Line: 130 Module: ./otrs.addUser2Group (v) Line: 72 I'm not sure if I renamed any groups. Could I find this out through phpmyadmin. If so what table do I look under and what groups should I verify are named correctly? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Tuesday, July 27, 2004 1:03 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Can't Access AdminArea
It's logging to /opt/otrs/otrs.log. But there is no otrs.log file.
That's not possible, because OTRS needs to be able to log. It will
certainly yike if it can't.
Can it be that you've got this in Config.pm?
$Self->{LogModule} = 'Kernel::System::Log::SysLog';
$Self->{LogModule::LogFile} = '
In terms of backup I do an rsync 4 times a day to another hard drive stored on the machine as well as running the backup.sh script which has been doing daily backups since 06-10-04. We don't have a lot of tickets on our system and haven't had any today.
So, you're best prepared to step back to a previous version. Good.
Running the otrs.adduser2group script will add the root user back into the admin group, correct? How damaging can that be?
I guess it won't do a thing to the situation, just try. You may additionally think about having a look at the raw db with a tool like phpMyAdmin or similar. Did you eventually rename some groups? Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/
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
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 _______________________________________________ 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/
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.
You're welcome, glad to hear it's working again!
I do have another question for you.
It's always best to start a new thread for new questions. This way users not intwerested in this thread get notice of your new question.
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?
A ticket escalates if it's unlocked and not answered and the escalation time duration is over the specified value. Please do search on this lists archives, you'll find more info there. 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
So basically if the ticket is locked and someone owns it then it will never escalate? This is rough because sometimes an agent will claim a ticket and may not address the ticket till far after the escalation time. But since there's an owner the ticket remains stale with no escalation? thanks marshall -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: Thursday, July 29, 2004 10:38 AM To: otrs@otrs.org Subject: RE: [otrs] Can't Access AdminArea
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.
You're welcome, glad to hear it's working again!
I do have another question for you.
It's always best to start a new thread for new questions. This way users not intwerested in this thread get notice of your new question.
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?
A ticket escalates if it's unlocked and not answered and the escalation time duration is over the specified value. Please do search on this lists archives, you'll find more info there. 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 _______________________________________________ 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/
So basically if the ticket is locked and someone owns it then it will never escalate? This is rough because sometimes an agent will claim a ticket and may not address the ticket till far after the escalation time. But since there's an owner the ticket remains stale with no escalation?
That's why we invented the 'unlock time' feature. The lazy bones of your agents will notive that they cannot lock the ticket forever if you set the unlock time to something higher than 0. You do so for each queue(!) separately. 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
Is it possible to make OTRS successfully render HTML e-mails?? Currently if the e-mail is in HTML format then a link is displayed that opens a new window containing the source code, however i would like to make it so that the HTML is properly shown in the space for the message body. Despite changing things slightly, the HTML code is escaped ("<" turned to "<" etc) somewhere in the program. I traced through the code and found a method called escapeHTML() in Kernel::cpan-lib::CGI.pm, however having commented out the workings of the function, the format of the output was unchanged. I was wondering if : A) This is possible and B) If so, where does the modification of the HTML take place. Regards Paul Hickman
Hi Paul, On Thu, Aug 05, 2004 at 04:50:50PM +0100, Paul J Hickman wrote:
Is it possible to make OTRS successfully render HTML e-mails?? Currently if the e-mail is in HTML format then a link is displayed that opens a new window containing the source code, however i would like to make it so that the HTML is properly shown in the space for the message body. Despite changing things slightly, the HTML code is escaped ("<" turned to "<" etc) somewhere in the program. I traced through the code and found a method called escapeHTML() in Kernel::cpan-lib::CGI.pm, however having commented out the workings of the function, the format of the output was unchanged.
You can't change it out of the box because in the HTML e-mail there is the site body defined and you can just have one html body for each site. -=> You would need to implement Frames or something like that. PS: OTRS 1.3.x comes with an html2ascii dump for html emails.
Regards Paul Hickman
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (4)
-
Marshall28 -
Martin Edenhofer -
Paul J Hickman -
Robert Kehl