Hi Charles, On Mon, Jun 02, 2003 at 04:01:27PM -0400, Charles R. Rusty Thompson wrote:
Over the weekend somebody attempted to send us a word document full of screen captures (3.5 meg or more) that just refused to be imported to the ticket thread for a case. The result was 100 follow ups of the same message... none of which ever got fully imported or deleted from the mail server.
My current working theory (I know nothign of MySQL) is that the table for attachments has a size limit on the attachment blob (if it is a blob) and MySQL doesn't have table autosizing enabled (if that's an option) the result being that the data could not be imported, it bombed on saving the attachment and thus, the full import cycle never completed. I fear I may find a database full of junk when I start looking.
1) How can safely delete these 100 or so follow ups and matching attachments from the table?
With SQL: *) SELECT id FROM article WHERE a_message_id = "your-email-message-id"; *) DELETE FROM article WHERE id = ???; *) DELETE FROM article_attachment WHERE article_id = ???;
2) How can I prevent this in the future?
See: http://doc.otrs.org/1.1/html/performance-tuning.html#PERFORMANCE-TUNING-OTRS -=> TicketStorageModule (Increase the MySQL max_allowed_packet config option or use the FS backend.)
Also, is ticket merging possible in the next release? We have alot of people who send in an email the follow up five minutes later with "I forgot to mention" and end up opening two cases.
Yes, it's on the TODO list.
CT
-Martin