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.pie...@iica.int<mailto:alejandra.pie...@iica.int> De: otrs-boun...@otrs.org [mailto:otrs-boun...@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.co<http://www.itconsultores.com.co> On 28 May 2010 09:01, Alejandra Piedra <alejandra.pie...@iica.int<mailto:alejandra.pie...@iica.int>> wrote: 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.pie...@iica.int<mailto:alejandra.pie...@iica.int> De: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@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.leid...@leidex.net<mailto:nils.leid...@leidex.net> nils.leid...@otrs.com<mailto:nils.leid...@otrs.com> http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
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