Re: [otrs] Saving FAQ attachments on fileserver

I have suggested on occasion to use Public dropbox links (for example) as an alternative. This makes things super easy all the way around. You don't have to worry about any of web, database, or otrs-server filesystem issues, nor about size or bandwidth utilization on your server. On Thu, Aug 16, 2012 at 3:41 AM, Sterrenburg, Erwin < erwin.sterrenburg@rhdhv.com> wrote:

Thanks for your elaborate reply. Since we'd like to use the FAQs as a central distribution point for our customers (think of documents like manuals, possibly even distribution of new installers), we'd really appreciate the possibility to save this attachments on the file server. This would give us more control and keep the database compact (total size of attachments will be larger than we'd like to have inside our db).

I have made some changes in the database configuration: uploading large documents is working, but for really large documents (an attempt to store an installer of ca. 100mb), the connection is lost while trying to download the file.

I will look for the best solution for now and will be hoping this option will be included in a new version (and hopefully an automated windows upgrade installer as well ;)

Thanks again,

Erwin Sterrenburg

-----Original Message----- From: Michiel Beijen [mailto:michiel.beijen@otrs.com] Sent: woensdag 15 augustus 2012 12:57 To: User questions and discussions about OTRS. Subject: Re: [otrs] Saving FAQ attachments on fileserver

Hi Erwin,

The WebUploadCache is only used for uploading attachments before you've created an article (or a ticket). After that, if you're working on a ticket, the attachment is transferred to the ArticleStorage, which can be configured to be inside the database or on the file system. For FAQ entries however, the attachments are always stored in the database. I think it would be conceivable that we update the storage location for these attachments to also be on the file system or database, to make it configurable for administrators. Generally there are lots more tickets than there are FAQ entries, so storing attachments from tickets on the file system helps to keep the database nice and small. When you would have lots of attachments to FAQ entries I can also see the need to move these attachments out of the database.

If your only objective is to be able to store large attachments in the FAQ; you should increase the max_allowed_packet size in the mysql configuration; and you should be good.

Michiel Beijen Senior Consultant

OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands

T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com

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On Fri, Aug 10, 2012 at 10:39 AM, Sterrenburg, Erwin wrote:

...

Dear OTRS users,

I have some problems saving the OTRS attachments related to FAQs as I want them to be saved. Now that I have set the WebUploadCacheModule to

...

"FS" and increased the WebMaxFileUpload, i can upload the large files that i want. However, whereas the attachments related to tickets are saved as files, attachments related to FAQs are still saved in the database. I see how the file's are first saved in "C:\Program Files (x86)\OTRS\OTRS\var\tmp\upload_cache", but after uploading is completely, i can only find the attachment in the database itself.

So, my question is:

How can i also save the attachments related to FAQs on the fileserver?

My configuration is as follows:

Server OS: Windows Server 2008 Version: OTRS 3.0.10 (used standard windows installer) Perl: StrawberryPerl Webserver: Apache Database: MySQL

Thanks in advance,

Erwin Sterrenburg ________________________________

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