NameChange

[SirGawain]

Hi All,

We had to change our existing usernames, which we request via LDAP. OTRS version: 6.0.28.
So far everything worked, but existing tickets could no longer be displayed by the user.

Now the users see the ticket list again. I made the following adjustments in MySQL for every user:

Code: Select all

UPDATE otrs.ticket SET customer_user_id = 'new_username' WHERE customer_user_id = 'old_username';

If a user wants to open an old ticket from the list, he gets the following message:
No access rights!

Do you have any idea what's going wrong?

Many thanks for your help.

[root]

Hi,

Did you delete the cache after this? Direct accessing the database is never a good idea.

- Roy

[SirGawain]

Many thanks. That is the solution!

In my case I had to change the user first (root -> otrs):

Code: Select all

# su otrs
$ /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
Deleting cache...
Done.

[root]

In my case I had to change the user first (root -> otrs):

Code: Select all

# su otrs
$ /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
Deleting cache...
Done.

Hi,

Not only in your case, otrs.Console.pl must always be executed by the OTRS user.

- Roy