Hi Emily,
You did not mention what FAQ version and database make/model you are using,
but on MySQL the fields are defined as "text" which makes it not able to
hold more than 2^16 characters. It will truncate the string and not tell
you. If you'd save the FAQ article and open it, it will 'only' display the
first 65000 characters, the rest will be gone...
I have inserted some large chunks of Kafka into new FAQ entries on my test
environment. The Symptom field is stored in the field called f_field1 on the
faq_item table, as is defined in Admin > Sysconfig > FAQ > Core::Item >
FAQ::Item::Field1. The fields are limited at 65535 characters, to be
precise.
mysql> select length(f_field1) from faq_item;
+------------------+
| length(f_field1) |
+------------------+
| 31 |
| 107 |
| 168 |
| 65535 |
| 65535 |
+------------------+
5 rows in set (0.00 sec)
Then I found this post about the storage capacities of 'text' type fields in
mysql: http://simonwillison.net/2002/Aug/1/mysqlTextLimits/
That made me wonder if this is present in more places in OTRS:
mysql> select table_name, column_name from information_schema.columns where
data_type = 'text';
+-------------------+---------------+
| table_name | column_name |
+-------------------+---------------+
| article | a_from |
| article | a_reply_to |
| article | a_to |
| article | a_cc |
| article | a_subject |
| article | a_message_id |
| article_search | a_from |
| article_search | a_to |
| article_search | a_cc |
| article_search | a_subject |
| article_search | a_message_id |
| auto_response | text0 |
| auto_response | text1 |
| auto_response | text2 |
| faq_item | f_keywords |
| faq_item | f_field1 |
| faq_item | f_field2 |
| faq_item | f_field3 |
| faq_item | f_field4 |
| faq_item | f_field5 |
| faq_item | f_field6 |
| notifications | text |
| salutation | text |
| sessions | session_value |
| signature | text |
| standard_response | text |
+-------------------+---------------+
26 rows in set (0.12 sec)
But as you can see only in places where it makes sense (at least to me) the
'text' type is used... *except* in the faq_item table. Personally, I find
symptoms of > 65535 bytes a bit long but I think that should be possible.
Also I think it the Problem and Solution fields should be able to handle
real long amounts of text and AT LEAST the system should complain instead of
silently truncating your texts.
As a quick hack, you could change the field type in the database to
'mediumtext' type which can keep a maximum of 2^32 characters which is about
4.294.967.296.
mysql> alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT;
Query OK, 5 rows affected (0.14 sec)
Records: 5 Duplicates: 0 Warnings: 0
You'd probably want to do the same to the fields f_field2 ("Problem") and
f_field3 ("Solution").
The field lenghts are defined in the OPML file which is here:
ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm - there you see the
fields are defined as storing 20000 characters, MySQL then creates them with
the 'text' datatype.
I would like to ask you if you can file this bug in Bugzilla (
http://bugs.otrs.org) so it may be resolved in the next version of the FAQ
module.
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Wed, May 27, 2009 at 17:57, Emily Flynn
Hi!
I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section.
Thanks.
Kind Regards,
Emily Flynn
Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1
Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.flynn@zurichbank.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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