Changing directory layout in ArticleStorageFS
Hi All! I'm kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: · Year o Month § Day · Folder# I would assume that the Folder# would be the ticket number so it's easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket. Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how. Thanks and regards Maria Alejandra Piedra
Hi, On 26.05.2010, at 08:12, Alejandra Piedra wrote:
I’m kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: · Year o Month § Day · Folder# I would assume that the Folder# would be the ticket number so it’s easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket.
Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how.
Folder# is the database article ID … 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
Hi! Is it possible to get all attachments related to a certain ticket together? How can I track down every attachment if is not related or has any ID of the ticket? Thanks for all the help María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra@iica.intmailto:Alejandra.Piedra@iica.int De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Nils Leideck - ITSM Enviado el: Miércoles, 26 de Mayo de 2010 07:16 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] Changing directory layout in ArticleStorageFS Hi, On 26.05.2010, at 08:12, Alejandra Piedra wrote: I'm kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: * Year o Month * Day * Folder# I would assume that the Folder# would be the ticket number so it's easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket. Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how. Folder# is the database article ID ... Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
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
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 Alejandra.Piedra@iica.intmailto:Alejandra.Piedra@iica.int 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.netmailto:nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
articles are all the rest of the thing other than the first mail that opened the ticket. Let me say, interna note, external note and so on. I'm wrong (but either the first mail btw is an article). Try to see with a sql article table for an example and look at this url that is a ticket build with an incoming email: http://otrs/otrs/index.pl?Action=AgentTicketZoom&*TicketID=8355*&* ArticleID=31874*&QueueID=62 MV
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
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
Alejandra.Piedra@iica.int
*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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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
Alejandra.Piedra@iica.intmailto:Alejandra.Piedra@iica.int
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.cohttp://www.itconsultores.com.co
On 28 May 2010 09:01, Alejandra Piedra
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
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.intmailto: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.comhttp://www.otrs.com Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
participants (4)
-
Alejandra Piedra -
Leonardo Certuche -
Marco Vannini -
Nils Leideck - ITSM