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April 2003

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Raw SQL Import Question
by Mark.Jackson＠uk.neceur.com 01 Apr '03

01 Apr '03

Hi, Checked through most of digests and can't find ref to anyone importing from a 3rd party DB to otrs system, hence email to list. Aim is to import to create ticket and single article as a Phone entry, hard coding the tn and ID's as per the system config but recording and keeping the unix time and create times from the other 3rd party system (hence import - rather than email each ticket to the Q etc) I assume that a basic entry would follow same method as ../install/database/initial_install.sql i.e INSERT ticket INSERT article (with ticketID ref) INSERT ticket_history (with both ticketID and article ID) So, The data was exported from 3rd party DB and imported successfully into the 3 tables above as new Phone Entries (no associated var/article/2003/ etc but article_path set to todays date anyway. Article correctly references the ticket and ticket_history correctly references both ticket and article ID's. This all worked okay using mysql client. However, the Kernel/System/ doesn't recognise the new tickets correctly on the GUI, count is correct i.e 30 tickets imported, but the system doesn't display the tickets correctly, Text grab from screen for ticket_id 264 -------------------------------------------------------- State: Priority: Queue: CustomerID: Escalation in: none Compose Answer (email): Need StdResponsesRef in TicketStdResponseString() Contact customer (phone): # phone call Change queue: Got no Data ref in OptionStrgHashRef()! From: To: Subject: State: Priority: Queue: CustomerID: Escalation in: none Compose Answer (email): Need StdResponsesRef in TicketStdResponseString() Contact customer (phone): # phone call Change queue: Got no Data ref in OptionStrgHashRef()! Error: No customer article found!! (TicketID=264) Comment: Please contact your admin Bug Report: Click here to report a bug! Handle: /opt/otrs/bin/cgi-bin/index.pl Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.25) Frontend Line: 321 Backend Subfunction: (v ) Backend Line: Backend BackendMessage: The system states that for ticketID 264 no customer article exists but extract from otrs.article below shows the ticket has an article associated :- mysql> select * from article where 1 and ticket_id=264; +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ | id | ticket_id | article_type_id | article_sender_type_id | a_from | a_reply_to | a_to | a_cc | a_subject | a_message_id | a_body | incoming_time | content_path | a_freekey1 | a_freetext1 | a_freekey2 | a_freetext2 | a_freekey3 | a_freetext3 | valid_id | create_time | create_by | change_time | change_by | a_content_type | +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ | 1048 | 264 | 3 | 1 | Goldmine(a)uk.neceur.com | | cns.support(a)ecsc.neceur.com | | Goldmine Import | 007@localhost | Goldmine Ref : 794 : Customer ID : A1101639533(,-3D`RON : Call Type : Corus Console : Priority Level: 5 : Call Details : When a call terminates to the console and is placed on hold, and a second call terminates to the console, if you double click on the answer button it will unhold the call on hold after dispensing the first call. : Close Details : Sent To NEC Au Said to be fixed in Version 3 Awaiting Software | 1034163129 | 2003/03/20 | NULL | NULL | NULL | NULL | NULL | NULL | 1 | 2002-10-09 11:32:00 | 28 | 2002-11-21 09:14:00 | 28 | NULL | +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ 1 row in set (0.00 sec) The same is true for the ticket_history Before I send any more data on the errors received, is this a valid way of importing the data, are there any article references required other than ID's ? Best regards to all Mark ======================================================= Mark Jackson Chief Engineer Systems Div NEC (UK) Ltd t:+44 (0) 208 752 3757 f +44(0) 208 752 3754 m+44 (0) 7721 613 044 telnet : 800 44 21 3757 Mobex : 5270 ======================================================= This message and any attachments are intended for the use of the addressee and may contain information that is privileged and confidential. If you are not the intended recipient, any use, disclosure or copying this message or attachments is unauthorised. If you are not the intended recipient, please immediately notify the sender and delete this message and the attachment from your system.

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