Hi Ale,<br><br>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<br>

<br>Please take a look at <a href="http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png">http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png</a>, and also to your database, if you use mysql you can easily eximine it using phpmyadmin<br>

<br>There you&#39;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&#39;t bite you ;)<br>

<br clear="all">Leonardo Certuche<br><a href="http://www.itconsultores.com.co">www.itconsultores.com.co</a><br><br><br><div class="gmail_quote">On 28 May 2010 09:01, Alejandra Piedra <span dir="ltr">&lt;<a href="mailto:Alejandra.Piedra@iica.int">Alejandra.Piedra@iica.int</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">









<div link="blue" vlink="purple" style="word-wrap: break-word;" lang="ES">

<div>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Hi Nils!</span></p>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US">Just to fully understand. What do you mean when you say article?</span></p>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US"> </span></p>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US">Thanks and regards</span></p><div class="im">

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>

<p class="MsoNormal" style="background: white none repeat scroll 0% 0%; -moz-background-clip: border; -moz-background-origin: padding; -moz-background-inline-policy: continuous;"><span style="font-size: 10pt; color: rgb(68, 68, 68);" lang="ES-CR">María Alejandra Piedra</span></p>



<p class="MsoNormal" style="background: white none repeat scroll 0% 0%; -moz-background-clip: border; -moz-background-origin: padding; -moz-background-inline-policy: continuous;"><span style="font-size: 10pt; color: rgb(68, 68, 68);" lang="ES-CR">Unidad de Informática
y Sistemas de Información</span></p>

<p class="MsoNormal" style="background: white none repeat scroll 0% 0%; -moz-background-clip: border; -moz-background-origin: padding; -moz-background-inline-policy: continuous;"><span style="font-size: 10pt; color: rgb(68, 68, 68);" lang="ES-CR">IICA (506) 2216-0171</span><span style="font-size: 10pt; color: rgb(68, 68, 68);" lang="ES-CR"></span></p>



<p class="MsoNormal" style="background: white none repeat scroll 0% 0%; -moz-background-clip: border; -moz-background-origin: padding; -moz-background-inline-policy: continuous;"><span style="font-size: 10pt; color: rgb(68, 68, 68);" lang="EN-US"><a href="mailto:Alejandra.Piedra@iica.int" target="_blank"><span style="color: rgb(0, 104, 207);" lang="ES-CR">Alejandra.Piedra@iica.int</span></a></span><span style="font-size: 10pt; color: rgb(68, 68, 68);"></span></p>



<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US"> </span></p>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US"> </span></p>

</div><div>

<div style="border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; border-width: 1pt medium medium; padding: 3pt 0cm 0cm;">

<p class="MsoNormal"><b><span style="font-size: 10pt;">De:</span></b><span style="font-size: 10pt;">
<a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a> [mailto:<a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a>] <b>En nombre de </b>Nils
Leideck - ITSM<br>
<b>Enviado el:</b> Jueves, 27 de Mayo de 2010 07:14 p.m.<div class="im"><br>
<b>Para:</b> User questions and discussions about OTRS.<br>
<b>Asunto:</b> Re: [otrs] Changing directory layout in ArticleStorageFS</div></span></p>

</div>

</div>

<p class="MsoNormal"> </p>

<p class="MsoNormal"> </p>

<div>

<div>

<p class="MsoNormal">On 27.05.2010, at 07:19, Alejandra Piedra wrote:</p>

</div><div><div></div><div class="h5">

<p class="MsoNormal"><br>
<br>
</p>

<div>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US">Is it possible to get all attachments related to a certain
ticket together?</span></p>

</div>

<div>

<p class="MsoNormal"> </p>

</div>

<div>

<p class="MsoNormal">Not with OTRS in the current state.</p>

</div>

<p class="MsoNormal"><br>
<br>
</p>

<div>

<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);" lang="EN-US">How can I track down every attachment if is not related or has
any ID of the ticket?</span></p>

</div>

<p class="MsoNormal"> </p>

</div></div></div><div><div></div><div class="h5">

<div>

<p class="MsoNormal">You can’t, as attachments do belong to articles, not to
tickets.</p>

</div>

<div>

<p class="MsoNormal">What would you expect if you merge a ticket?</p>

</div>

<p class="MsoNormal"> </p>

<div>

<div>

<div>

<div>

<div>

<p class="MsoNormal"><span style="font-size: 13.5pt; color: black;">Freundliche Grüße / Kind regards<br>
<br>
Nils Leideck<br>
<br>
</span><span><span style="font-size: 8.5pt; color: black;">-- </span></span><span style="font-size: 8.5pt; color: black;"><br>
<span>Nils Leideck</span><br>
<span>Senior Consultant</span><br>
<br>
<span><a href="mailto:nils.leideck@leidex.net" target="_blank">nils.leideck@leidex.net</a></span><br>
<span><a href="mailto:nils.leideck@otrs.com" target="_blank">nils.leideck@otrs.com</a></span></span><span style="font-size: 13.5pt; color: black;"></span></p>

</div>

<div>

<p class="MsoNormal" style="margin-bottom: 13.5pt;"><span style="font-size: 8.5pt; color: black;"><br>
</span><span style="font-size: 13.5pt; color: black;"><a href="http://webint.cryptonode.de" target="_blank"><span><span style="font-size: 8.5pt;">http://webint.cryptonode.de</span></span></a></span><span><span style="font-size: 8.5pt; color: black;"> / a Fractal project</span></span><span style="font-size: 8.5pt; color: black;"><br>


<br>
</span><span style="font-size: 13.5pt; color: black;"></span></p>

</div>

</div>

</div>

</div>

</div>

<p class="MsoNormal"> </p>

</div></div></div>

</div>


<br>---------------------------------------------------------------------<br>
OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a><br>
Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a><br>
To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a><br>
<br>
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!<br>
<a href="http://www.otrs.com/en/support/enterprise-subscription/" target="_blank">http://www.otrs.com/en/support/enterprise-subscription/</a><br></blockquote></div><br>