Admin and Stats tabs missing

[kwilliamsgisi]

I have an OTRS 3.1.3 installation that has been working for some time. There are four users who are administrators, plus one "Admin" account that nobody logs on with that was intended to be the account we fall back on in the event of problems.

Today the Admin tab and the Stats tab are missing from all users, even the "Admin" account. Without the Admin tab, we can't fix the application because you need the Admin tab visible in order to do so. We've tried restarting the application on the webserver, but it has made no difference. No user has the Admin tab visible, so we're stuck. How do I fix this?

[jojo]

Did you rename groups?

[kwilliamsgisi]

Nothing has been changed in the groups or the roles.

[crythias]

it's likely someone has clicked a "+" next to a module registration entry.

Look in your Kernel/Config/Files for entries in ZZZAAuto.pm like this:

Code: Select all

$Self->{'Frontend::Module'}->{'AgentStats'} =  {
  'Description' => 'Stats',
  'Group' => [
    'stats'
  ],
  'GroupRo' => [
    'stats'
  ],

or

Code: Select all

$Self->{'Frontend::Module'}->{'Admin'} =  {
  'Description' => 'Admin-Area',
  'Group' => [
    'admin'
  ],

Anything other than these entries may cause a problem, but jojo's correct. If you've renamed "admin" as a group name, you're going to have problems.

If you "swear" nothing's been changed, check the syslog/otrs log for indications of crashed tables.

[kwilliamsgisi]

So, I've been looking through the tables, and none of the groups have been renamed. I looked at the ZZZAAuto.pm file and couldn't make a lot of sense of it. I've attached it for those who know better than myself.

[crythias]

Code: Select all

$Self->{'Frontend::Module'}->{'Admin'} =  {
  'Description' => 'Admin-Area',
  'Group' => [
    'admin'
  ],

Code: Select all

$Self->{'Frontend::Module'}->{'AgentStats'} =  {
  'Description' => 'Stats',
  'Group' => [
    'stats'
  ],
  'GroupRo' => [
    'stats'
  ],

these look good. now for your tables...
take a look at

Code: Select all

SELECT * from groups

Code: Select all

1	users	Group for default access.	1 [->]	2012-07-07 14:38:10	1 [->]	2012-07-07 14:38:10	1 [->]
2	admin	Group of all administrators.	1 [->]	2012-07-07 14:38:10	1 [->]	2012-07-07 14:38:10	1 [->]
3	stats	Group for statistics access.	1 [->]	2012-07-07 14:38:10	1 [->]	2012-07-07 14:38:10	1 [->]
4	itsm-service	Group for ITSM Service mask access in the agent in...	1 [->]	2012-09-06 14:38:38	1 [->]	2012-09-06 14:38:38	1 [->]
5	itsm-configitem	Group for ITSM ConfigItem mask access in the agent...	1 [->]	2012-09-06 14:39:35	1 [->]	2012-09-06 14:39:35	1 [->]
6	itsm-change	Group for ITSM Change mask access in the agent int...	1 [->]	2012-09-06 14:40:33	1 [->]	2012-09-12 13:37:33	1 [->]
7	itsm-change-builder	Group for ITSM Change Builders.	1 [->]	2012-09-06 14:40:34	1 [->]	2012-09-12 13:37:33	1 [->]
8	itsm-change-manager	Group for ITSM Change Managers.	1 [->]	2012-09-06 14:40:34	1 [->]	2012-09-12 13:37:33	1 [->]
9	faq	faq database users	1 [->]	2012-10-03 16:46:48	1 [->]	2012-10-03 16:46:48	1 [->]
10	faq_admin	faq admin users	1 [->]	2012-10-03 16:46:48	1 [->]	2012-10-03 16:46:48	1 [->]
11	faq_approval	faq approval users	1 [->]	2012-10-03 16:46:48	1 [->]	2012-10-03 16:46:48	1 [->]

and
so you'll want to check something like

Code: Select all

SELECT * FROM `group_user` WHERE group_id = 2

This isn't inherently useful, but does tell you whether *anyone* is in group_id 2 (admin)

After that, I can't help much. It's going to be debug time browsing through /var/log/messages or /var/log/syslog (in Linux) or otrs.log (Windows).

Or /var/log/apache2/error.log.

[kwilliamsgisi]

Turns out that the valid_id values for users, admin, and stats were all set at a value of 2. Once I changed those to 1, the admin, stats tabs returned for all administrators.

Thanks for the hints that led me here!

-KW