Hi Everyone!
Just one last question, to see if it works if not I'll just have to find another software for this particular feature.
Is there a way to add a folder in the path that is created for every article. For example:
Now the layout is something like this: Year/Month/Day/ArticleID.
Can I change it so is more like: Year/Month/Day/Ticket ID/ArticleID.
This way every article folder will be under a single ticket folder and so easier to track down. Can this be done?
Thank you so much for all the explanation.
María Alejandra Piedra
Unidad de Informática y Sistemas de Información
IICA (506) 2216-0171
Alejandra.Piedra@iica.intmailto:Alejandra.Piedra@iica.int
De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Certuche
Enviado el: Viernes, 28 de Mayo de 2010 08:15 a.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Changing directory layout in ArticleStorageFS
Hi Ale,
Each ticket has several articles. Each event on a ticket (email-external, email-internal, email-notification-ext, email-notification-int, phone, fax, sms, webrequest, note-internal, note-external, note-report) will create an entry on the article table, that way is easier to track events on tickets
Please take a look at http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png, and also to your database, if you use mysql you can easily eximine it using phpmyadmin
There you'll see that each ticket has a ticket number (tn) but also an id, which if you follow the lines will realize that is connected to a field called ticket_id on the article table. Familiarizing yourself with the database structure will give you a better understanding of the whole application, give it a try, it won't bite you ;)
Leonardo Certuche
www.itconsultores.com.cohttp://www.itconsultores.com.co
On 28 May 2010 09:01, Alejandra Piedra