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Today's Topics:

1. Re: Max characters per faq (Michiel Beijen) 2. Make the postmaster mail plugin check for new work orders quicker. (Justin Holt) 3. Re: Make the postmaster mail plugin check for new work orders quicker. (Ivars Strazdi??)

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Message: 1 Date: Thu, 28 May 2009 21:21:20 +0200 From: Michiel Beijen Subject: Re: [otrs] Max characters per faq To: "User questions and discussions about OTRS." Message-ID: <9eda38a40905281221h581866fek82116600cefa4455@mail.gmail.com> Content-Type: text/plain; charset="utf-8"

Emily,

Especially with the WYSIWYG editor I could see that you could reach the 65k odd character limit.

You said:

...

I am going to try edit the FAQ layout so you can't see the Symptom, Problem and Solution fields as it doesn't really suit the format we would like.

In OTRS, this is especially easy. No need to do anything special.

Just go to Admin > Sysconfig > FAQ -> Core::Item ; here you can adjust the names of the fields shown. If you remove the 'public' rights to a field, it will not be shown in the FAQ gui. Easy as cake.

Kind regards,

-- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

On Thu, May 28, 2009 at 16:26, Emily Flynn wrote:

...

Hi Michiel,

Many thanks for you in-depth reply! It certainly answered my question : )

The reason for the long 'Symptom' is that we are using OTRS FAQ as a knowledgebase, into which I am copying and pasting a lot of text.

I am going to try edit the FAQ layout so you can't see the Symptom, Problem and Solution fields as it doesn't really suit the format we would like.

Your suggestion of changing the field type to mediumtext worked perfectly thank you very much for that!

Kind Regards,

Emily Flynn

*Michiel Beijen * Sent by: otrs-bounces@otrs.org

27/05/2009 20:33 Please respond to "User questions and discussions about OTRS."

To "User questions and discussions about OTRS." cc Subject Re: [otrs] Max characters per faq

Hi Emily,

You did not mention what FAQ version and database make/model you are using, but on MySQL the fields are defined as "text" which makes it not able to hold more than 2^16 characters. It will truncate the string and not tell you. If you'd save the FAQ article and open it, it will 'only' display the first 65000 characters, the rest will be gone...

I have inserted some large chunks of Kafka into new FAQ entries on my test environment. The Symptom field is stored in the field called f_field1 on the faq_item table, as is defined in Admin > Sysconfig > FAQ > Core::Item > FAQ::Item::Field1. The fields are limited at 65535 characters, to be precise.

mysql> select length(f_field1) from faq_item; +------------------+ | length(f_field1) | +------------------+ | 31 | | 107 | | 168 | | 65535 | | 65535 | +------------------+ 5 rows in set (0.00 sec)

Then I found this post about the storage capacities of 'text' type fields in mysql: *http://simonwillison.net/2002/Aug/1/mysqlTextLimits/*http://simonwillison.net/2002/Aug/1/mysqlTextLimits/

That made me wonder if this is present in more places in OTRS:

mysql> select table_name, column_name from information_schema.columns where data_type = 'text'; +-------------------+---------------+ | table_name | column_name | +-------------------+---------------+ | article | a_from | | article | a_reply_to | | article | a_to | | article | a_cc | | article | a_subject | | article | a_message_id | | article_search | a_from | | article_search | a_to | | article_search | a_cc | | article_search | a_subject | | article_search | a_message_id | | auto_response | text0 | | auto_response | text1 | | auto_response | text2 | | faq_item | f_keywords | | faq_item | f_field1 | | faq_item | f_field2 | | faq_item | f_field3 | | faq_item | f_field4 | | faq_item | f_field5 | | faq_item | f_field6 | | notifications | text | | salutation | text | | sessions | session_value | | signature | text | | standard_response | text | +-------------------+---------------+ 26 rows in set (0.12 sec)

But as you can see only in places where it makes sense (at least to me) the 'text' type is used... *except* in the faq_item table. Personally, I find symptoms of > 65535 bytes a bit long but I think that should be possible. Also I think it the Problem and Solution fields should be able to handle real long amounts of text and AT LEAST the system should complain instead of silently truncating your texts.

As a quick hack, you could change the field type in the database to 'mediumtext' type which can keep a maximum of 2^32 characters which is about 4.294.967.296.

mysql> alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT; Query OK, 5 rows affected (0.14 sec) Records: 5 Duplicates: 0 Warnings: 0

You'd probably want to do the same to the fields f_field2 ("Problem") and f_field3 ("Solution").

The field lenghts are defined in the OPML file which is here: * ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm*ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm- there you see the fields are defined as storing 20000 characters, MySQL then creates them with the 'text' datatype.

I would like to ask you if you can file this bug in Bugzilla (* http://bugs.otrs.org* http://bugs.otrs.org/) so it may be resolved in the next version of the FAQ module.

Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + *http://beefreeit.nl* http://beefreeit.nl/

On Wed, May 27, 2009 at 17:57, Emily Flynn <*emily.flynn@zurichbank.com*> wrote:

Hi!

I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section.

Thanks.

Kind Regards,

Emily Flynn

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Message: 2 Date: Thu, 28 May 2009 16:29:34 -0400 From: Justin Holt Subject: [otrs] Make the postmaster mail plugin check for new work orders quicker. To: otrs@otrs.org Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed.

Thanks a lot, Justin Holt Town of Vernon IT Intern -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20090528/aabe7665/attachmen...

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Message: 3 Date: Fri, 29 May 2009 03:23:47 +0300 From: Ivars Strazdi?? Subject: Re: [otrs] Make the postmaster mail plugin check for new work orders quicker. To: "User questions and discussions about OTRS." Message-ID: <4A1F2B13.7040609@gmail.com> Content-Type: text/plain; charset=UTF-8; format=flowed

Crontab.txt? Is it windows? On Ubuntu server this entry in crontab file /etc/cron.d/otrs does it for me:

... # fetch emails every 2 minutes */2 * * * * otrs $HOME/bin/PostMasterMailbox.pl >> /dev/null ...

ivarss@mail:~$ ls -lt /etc/cron.d/otrs lrwxrwxrwx 1 root root 14 2009-05-27 13:32 /etc/cron.d/otrs -> /etc/otrs/cron ivarss@mail:~$

Regards, Ivars

Justin Holt wrote:

...

Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed.

Thanks a lot, Justin Holt Town of Vernon IT Intern ------------------------------------------------------------------------

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End of otrs Digest, Vol 8, Issue 71 ***********************************