Hi Mark, On Mon, Mar 31, 2003 at 05:17:06PM +0100, ------------@uk.neceur.com wrote:
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)
Correct.
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.
Fine.
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() [...] 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 | --------@uk.neceur.com | | cns.support@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 [...] 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 ?
It's a valid way. But there are more id references in article table. article_sender_type_id -=> One article of a ticket need to ne a 'customer' sender type (ID 3). I think if you update this in article 1048, then you will see it in queue view.
Best regards to all
Mark
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 7:20am up 43 days, 16:43, 6 users, load average: 0.30, 0.14, 0.06