A department of the company I'm with has an OTRS working. This was the base start. Don't know wich version was there before apdating, but now has OTRS 2.4.7 and ITSM 2.0.2. Some work was done by another person who is not in the company now, and it seems information was lost. We have been analysing and at minimum, the "ticket" table is somehow changed and I can't understand how or why. Responsibles say they never did changes to the DB.
I'm posting that table configuration, maybe it will ring a bell on more expert users:
Code: Select all
mysql> desc ticket;
+--------------------------+--------------+------+-----+---------+----------------+
| Field | Type | Null | Key | Default | Extra |
+--------------------------+--------------+------+-----+---------+----------------+
| id | bigint(20) | NO | PRI | NULL | auto_increment |
| tn | varchar(50) | NO | UNI | NULL | |
| title | varchar(255) | YES | MUL | NULL | |
| queue_id | int(11) | NO | MUL | NULL | |
| ticket_lock_id | smallint(6) | NO | MUL | NULL | |
| ticket_answered | smallint(6) | NO | MUL | NULL | |
| type_id | smallint(6) | YES | MUL | NULL | |
| service_id | int(11) | YES | MUL | NULL | |
| sla_id | int(11) | YES | MUL | NULL | |
| user_id | int(11) | NO | MUL | NULL | |
| responsible_user_id | int(11) | NO | MUL | NULL | |
| group_id | int(11) | NO | | NULL | |
| ticket_priority_id | smallint(6) | NO | MUL | NULL | |
| ticket_state_id | smallint(6) | NO | MUL | NULL | |
| group_read | smallint(6) | YES | | NULL | |
| group_write | smallint(6) | YES | | NULL | |
| other_read | smallint(6) | YES | | NULL | |
| other_write | smallint(6) | YES | | NULL | |
| customer_id | varchar(150) | YES | MUL | NULL | |
| customer_user_id | varchar(250) | YES | MUL | NULL | |
| timeout | int(11) | NO | MUL | NULL | |
| until_time | int(11) | NO | MUL | NULL | |
| escalation_time | int(11) | NO | MUL | NULL | |
| escalation_update_time | int(11) | NO | MUL | NULL | |
| escalation_response_time | int(11) | NO | MUL | NULL | |
| escalation_solution_time | int(11) | NO | MUL | NULL | |
| freekey1 | varchar(80) | YES | | NULL | |
| freetext1 | varchar(150) | YES | | NULL | |
| freekey2 | varchar(80) | YES | | NULL | |
| freetext2 | varchar(150) | YES | | NULL | |
| freekey3 | varchar(80) | YES | | NULL | |
| freetext3 | varchar(150) | YES | | NULL | |
| freekey4 | varchar(80) | YES | | NULL | |
| freetext4 | varchar(150) | YES | | NULL | |
| freekey5 | varchar(80) | YES | | NULL | |
| freetext5 | varchar(150) | YES | | NULL | |
| freekey6 | varchar(80) | YES | | NULL | |
| freetext6 | varchar(150) | YES | | NULL | |
| freekey7 | varchar(80) | YES | | NULL | |
| freetext7 | varchar(150) | YES | | NULL | |
| freekey8 | varchar(80) | YES | | NULL | |
| freetext8 | varchar(150) | YES | | NULL | |
| freekey9 | varchar(80) | YES | | NULL | |
| freetext9 | varchar(150) | YES | | NULL | |
| freekey10 | varchar(80) | YES | | NULL | |
| freetext10 | varchar(150) | YES | | NULL | |
| freekey11 | varchar(80) | YES | | NULL | |
| freetext11 | varchar(150) | YES | | NULL | |
| freekey12 | varchar(80) | YES | | NULL | |
| freetext12 | varchar(150) | YES | | NULL | |
| freekey13 | varchar(80) | YES | | NULL | |
| freetext13 | varchar(150) | YES | | NULL | |
| freekey14 | varchar(80) | YES | | NULL | |
| freetext14 | varchar(150) | YES | | NULL | |
| freekey15 | varchar(80) | YES | | NULL | |
| freetext15 | varchar(150) | YES | | NULL | |
| freekey16 | varchar(80) | YES | | NULL | |
| freetext16 | varchar(150) | YES | | NULL | |
| freetime1 | datetime | YES | | NULL | |
| freetime2 | datetime | YES | | NULL | |
| freetime3 | datetime | YES | | NULL | |
| freetime4 | datetime | YES | | NULL | |
| freetime5 | datetime | YES | | NULL | |
| freetime6 | datetime | YES | | NULL | |
| valid_id | smallint(6) | NO | MUL | NULL | |
| create_time_unix | bigint(20) | NO | | NULL | |
| create_time | datetime | NO | | NULL | |
| create_by | int(11) | NO | MUL | NULL | |
| change_time | datetime | NO | | NULL | |
| change_by | int(11) | NO | MUL | NULL | |
+--------------------------+--------------+------+-----+---------+----------------+
70 rows in set (0.01 sec)
An sqldump was imported do the DB after upgrading. I have the VM whith all updates to OTRS and ITSM and before importing the data from the dump, the table has 68 rows, but this dump is from an earlier version. I'm too noob to understand this... can you help?
Thanks in advance
Regards
Bruno