Re: [otrs] Max characters per faq
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 mich...@beefreeit.nl Sent by: otrs-boun...@otrs.org 27/05/2009 20:33 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org 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/ 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 - there you see the fields are defined as storing 2 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) 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 On Wed, May 27, 2009 at 17:57, Emily Flynn emily.fl...@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 - OTRS mailing list: otrs - Webpage: http
Re: [otrs] Max characters per faq
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 emily.fl...@zurichbank.comwrote: 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 mich...@beefreeit.nl* Sent by: otrs-boun...@otrs.org 27/05/2009 20:33 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org 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
[otrs] Max characters per faq
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 Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.fl...@zurichbank.com- 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/
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/ 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 - there you see the fields are defined as storing 2 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) 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 On Wed, May 27, 2009 at 17:57, Emily Flynn emily.fl...@zurichbank.comwrote: 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 Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.fl...@zurichbank.com - 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/ - 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/
