Hi Mark, On Mon, Mar 31, 2003 at 05:17:06PM +0100, [EMAIL PROTECTED] wrote: > Checked through most of digests and can't find ref to anyone importing from > a 3rd party DB to otrs system, hence email to list. > > Aim is to import to create ticket and single article as a Phone entry, hard > coding the tn and ID's as per the system config but recording and keeping > the unix time and create times from the other 3rd party system (hence > import - rather than email each ticket to the Q etc) > > I assume that a basic entry would follow same method as > ../install/database/initial_install.sql > > i.e > > INSERT ticket > INSERT article (with ticketID ref) > INSERT ticket_history (with both ticketID and article ID)
Correct. > The data was exported from 3rd party DB and imported successfully into the > 3 tables above as new Phone Entries (no associated var/article/2003/ etc > but article_path set to todays date anyway. Fine. > Article correctly references the ticket and ticket_history correctly > references both ticket and article ID's. This all worked okay using mysql > client. > > However, the Kernel/System/ doesn't recognise the new tickets correctly on > the GUI, count is correct i.e 30 tickets imported, but the system doesn't > display the tickets correctly, > > Text grab from screen for ticket_id 264 > -------------------------------------------------------- > State: > Priority: > Queue: > CustomerID: > Escalation in: none > > Compose Answer (email): > Need StdResponsesRef in TicketStdResponseString() > [...] > Error: No customer article found!! (TicketID=264) > Comment: Please contact your admin > Bug Report: Click here to report a bug! > Handle: /opt/otrs/bin/cgi-bin/index.pl > Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.25) > Frontend Line: 321 > Backend Subfunction: (v ) > Backend Line: > Backend BackendMessage: > > The system states that for ticketID 264 no customer article exists but > extract from otrs.article below shows the ticket has an article associated > :- > > mysql> select * from article where 1 and ticket_id=264; > + -- > | id | ticket_id | article_type_id | article_sender_type_id | a_from > | a_reply_to | a_to | a_cc | a_subject | > a_message_id | a_body > | incoming_time | content_path | a_freekey1 | a_freetext1 | a_freekey2 | > a_freetext2 | a_freekey3 | a_freetext3 | valid_id | create_time | > create_by | change_time | change_by | a_content_type | > +--- > | 1048 | 264 | 3 | 1 | > [EMAIL PROTECTED] | | [EMAIL PROTECTED] | | > Goldmine Import | [EMAIL PROTECTED] | Goldmine Ref : 794 : Customer ID : > A1101639533(,-3D`RON : Call Type : Corus Console : Priority Level: 5 : Call > Details : When a call terminates to the console and is placed on hold, and > a second call terminates to the console, if you double click on the answer > button it will unhold the call on hold after dispensing the first call. > : Close Details : Sent To NEC Au > [...] > Before I send any more data on the errors received, is this a valid way of > importing the data, are there any article references required other than > ID's ? It's a valid way. But there are more id references in article table. article_sender_type_id -=> One article of a ticket need to ne a 'customer' sender type (ID 3). I think if you update this in article 1048, then you will see it in queue view. > Best regards to all > > Mark Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 7:20am up 43 days, 16:43, 6 users, load average: 0.30, 0.14, 0.06 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
