RE: [otrs] 3nd Subque Leve lost

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Tuesday, March 16, 2004 11:13 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] 3nd Subque Leve lost

On Tuesday, March 16, 2004 9:40 AM Thorsten Philipp wrote:

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This isn't normal, as the queues are chained via their IDs, not via their names. Could you tell me how exactly OTRS does this ? Perhaps something went wrong in our DB, And i could fix it manually.

Sorry, it was too late the other day. The relations between Queues and their Subqueues is indeed done via their naming. An example: 'Junk' is a queue 'Junk::spam' is a subqueue to Junk

Renaming 'Junk' to 'Complete-Junk' would yield: 'Complete-Junk' with its subqueue of 'Complete-Junk::spam'

One way to screw up this mechanism were to access the database via a raw tool like phpMyAdmin You could be right ;) and change the name of the 'Junk::spam' queue to 'Complete-Junk::spam' without renaming the 'mother' queue, too. You would then have this erratic situation: 'Junk' is still a queue 'Complete-Junk::spam' is... false, because it's mother queue is missing.

Ok but that isn't the error. Because everything is fine there. When I do change the name of auf Queue in the Queue Section of OTRS The Subqueues get invisibe. When i rename it to the original name the subqueues are visible again. The only way I found to get the relation back after renaming, is to change the names of subqueues In the table 'queues' directly, since the subquees are not visible anymore in OTRS->Admin->Queues. The other more important problem we have: We don't see Subqueus of Subqueus in the AgentFrontend-> Queue View. Are there any special Characters you must not use für Queue Names ?(beside :: i guess) Is there a maximum of Subqueues ? I did the test and created "1st Layer" "2nd Layer" "3rd Layer" And did see 3rd Layer after clicking 1st and then 2nd. But in our productional enviroment we dont see Layer 3. Exmaple of a Sub-sub-queue name: Netage::INTERN(netage-0201-01)::*nix-Server The other special characters we currently have in queue names are whitespaces and slashes.

As you yourself pointed towards the DB, it is most likely something has gone wrong there. For me an excellent point in time to repeat that it's quite a bad idea to change the DB manually. Of course ;)

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The field group_id is the owner Group and has nothin to do with queue subqueue relation, right ?

Yes.

hth,

Robert Kehl

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