Hi Everyone!

I’ve tried everything with this code but it doesn’t seem to work, then again I’m not much of a Perl savvy.

Can anyone point me in the right direction to simply add an additional folder with the ticket ID?

Thanks and regards

María Alejandra Piedra

Unidad de Informática y Sistemas de Información

IICA (506) 2216-0171

Alejandra.Piedra@iica.int

De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Nils Leideck - ITSM
Enviado el: Viernes, 28 de Mayo de 2010 06:45 p.m.
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Changing directory layout in ArticleStorageFS

Hi,

On 28.05.2010, at 12:36, Alejandra Piedra wrote:

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?

Actually this could be done, yes.

All you need to do is to change the code of OTRS - it is open source - to fit you needs.

I think it is not that big change (sorry for not pointing you to the very right direction, I am not involved into that part of OTRS, but search for ArticleStorageFS) but please consider that your structure would actually bind an article again to a ticket number, right?

Maybe we can help you also on a commercial base as offered on www.otrs.com

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