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
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.co
On 28 May 2010 09:01, Alejandra Piedra <Alejandra.Piedra@iica.int>
wrote:
Hi Nils!
Just to fully understand.
What do you mean when you say article?
Thanks and regards
María Alejandra Piedra
Unidad de Informática y Sistemas de
Información
IICA (506) 2216-0171
De: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org]
En nombre de Nils Leideck - ITSM
Enviado el: Jueves, 27 de Mayo de 2010 07:14 p.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Changing directory layout in ArticleStorageFS
On
27.05.2010, at 07:19, Alejandra Piedra wrote:
Is it possible to get all
attachments related to a certain ticket together?
Not
with OTRS in the current state.
How can I track down every
attachment if is not related or has any ID of the ticket?
You
can’t, as attachments do belong to articles, not to tickets.
What
would you expect if you merge a ticket?
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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