Q#2: I don't understand what you mean by "one has to really have the design of the whole system before starting to define clients". If your concern is Phantom clients and fake tickets, I'd just ignore them. How did we handle it? Abandoned the users "testuser1, testuser2 -- they'll probably be useful later. As for the tickets, either close them out, or if you don't want to skew your statistics, move them to the "spam" or "junkmail" tickets bin. It's no different than if you accept e-mail tickets after you deploy the system... You'll end up with fictitious spam tickets anyways.
Of course, we have thousands of accounts sucked from a LDAP database and enough tickets to go around, so the phantom closed ticket doesn't really effect us.
Enjoy. The PDF tell you everything you need to know to set up and administer the system... But the operation of it will be left to basic good help desk practices.
Paul Cainkar.
-----Original Message-----
From: Carlos Echavarria [mailto:carlos.echavarria@gmail.com]
Sent: Wednesday, April 27, 2005 5:35 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Introduction
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. _______________________________________________ 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
Q#2: I don't understand what you mean by "one has to really have the design of the whole system before starting to define clients". If your concern is Phantom clients and fake tickets, I'd just ignore them. How did we handle it? Abandoned the users "testuser1, testuser2 -- they'll probably be useful later. As for the tickets, either close them out, or if you don't want to skew your statistics, move them to the "spam" or "junkmail" tickets bin. It's no different than if you accept e-mail tickets after you deploy the system... You'll end up with fictitious spam tickets anyways.
I was probably too vague, what I meant is, imagine you just define a user, and in the next 20 minutes you realize you don´t want it anymore, the same goes for a customer (I´m at home now and don´t have access to the system so I don´t remember if the term is customer or client on the management part). So basically my concern is that I´m creating a theorical scenario with fake customers, users, etc and haven´t found a place to erase all that in order to either begin again or to start using the system for real...hope I was more clear this time. If the answer is to ignore them after created and only define more clients or users, then ok, I´ll start seeing things that way and move on.
Of course, we have thousands of accounts sucked from a LDAP database and enough tickets to go around, so the phantom closed ticket doesn't really effect us.
Enjoy. The PDF tell you everything you need to know to set up and administer the system... But the operation of it will be left to basic good help desk practices.
Paul Cainkar.
Well, I hope I can implement some good help desk practices then :) Thanks again for the replay.
Hello. FYI - One day when I was looking at the OTRS FAQ page (http://faq.otrs.org/otrs/faq.pl), I ran across the links below re: deletions. I haven't tried it, nor in my browsing of the mailing list, have I noticed whether or not someone has tried this method. The links are: FAQ Article: How can I delete a user who is no longer needed? http://faq.otrs.org/otrs/faq.pl?Action=&ID=17&SessionID= FAQ Article: Delete all tickets from database! http://faq.otrs.org/otrs/faq.pl?Action=&ID=6&SessionID= Just some added info for thought...
participants (3)
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Cainkar, Paul -
Carlos Echavarria -
s taylor