Hello everyone,
I am using OTRS 6 and I try to insert a ticket and to link him some conversation from terminal with psql request.
I have done an insert on table ticket :
INSERT INTO ticket (id, tn, title, queue_id, ticket_lock_id, type_id, service_id, sla_id, user_id, responsible_user_id, ticket_priority_id, ticket_state_id, customer_id, customer_user_id, timeout, until_time, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, archive_flag, create_time, create_by, change_time, change_by)
VALUES (4616, '20210618103045', 'Test Kevin 1', 90121, 1, null, null, null, 150, 150, 1, 1, '', 'kevin-p', 0, 0, 0, 0, 0, 0, 0, '2021-06-18 10:30:45', 150, '2021-06-18 10:40:00', 150);
And i have done an insert on table article :
INSERT INTO article (id, ticket_id, communication_channel_id, article_sender_type_id, is_visible_for_customer, create_by, create_time, change_by, change_time)
VALUES (92004, 4616, 3, 3, 1, 150, '2021-06-18 10:00:00', 150, '2021-06-18 12:00:00');
Finally i have done an insert on table article_data_mime :
INSERT INTO article_data_mime (article_id, a_from, a_to, a_subject, a_body, incoming_time, create_by, create_time, change_by, change_time)
VALUES (92004, 'OTRS Feedback <marketing@otrs.com>', 'Your OTRS System <otrs@localhost>', 'Welcome to OTRS!', 'Hello world', 0, 150, '2021-06-18 10:00:00', 150 , '2021-06-18 12:00:00');
All my insert are successful.
My problem is that when i go on the interface OTRS, i can see my ticket but i don't see the conversation linked to him.
Do you know if I need to do some inserts on others table ?
Or if my insert are not good ?
Or do you have any ideas to solve my problem ?
Thanks for your time.
Best regards,
Kevin
Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
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Re: Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
Hi,
It's simple: do not bypass the API by writing into the database. Use the Perl APi, the GenericInterface, etc
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Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Re: Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
Hi Roy,
The idea is to use a python script to insert some old data of tickets/article/article_data_mime from an other software like OTRS in the current database.
It's why i try to do manually insert to test that it can works.
By using API Perl, what does it means ? Where can i find a documentation of that ?
Thans for your answer.
Best regard,
Kevin
The idea is to use a python script to insert some old data of tickets/article/article_data_mime from an other software like OTRS in the current database.
It's why i try to do manually insert to test that it can works.
By using API Perl, what does it means ? Where can i find a documentation of that ?
Thans for your answer.
Best regard,
Kevin
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Re: Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
use the generic interface / webservice for this..
super long read..
https://doc.znuny.org/doc/manual/admin/ ... rface.html
super long read..
https://doc.znuny.org/doc/manual/admin/ ... rface.html
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Re: Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
Hi Skullz,
Thanks for your answer, i watch that.
Best regard,
Kevin
Thanks for your answer, i watch that.
Best regard,
Kevin
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Re: Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
I have tried to use the webservice and testing to do the mapping of a route and get all ticket but i have a connect error in my json :
{
"Error": {
"ErrorCode": "TicketGet.AuthFail",
"ErrorMessage": "TicketGet: Authorization failing!"
}
}
Does you know how to configure the authentification ?
{
"Error": {
"ErrorCode": "TicketGet.AuthFail",
"ErrorMessage": "TicketGet: Authorization failing!"
}
}
Does you know how to configure the authentification ?
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Re: Problem to add some conversation to a ticket with postgreSQL request in OTRS 6
taken from the docs, are you sure the userlogin and password is correct ?
Code: Select all
my $CreateOrUpdateParams = {
UserLogin => "some agent user login", # to be filled with valid agent login
Password => "some agent user password", # to be filled with valid agent password
Ticket => {
Title => 'some ticket title',
Queue => 'Raw',
Lock => 'unlock',
Type => 'Unclassified',
State => 'new',
Priority => '3 normal',
Owner => 'some agent user login',
CustomerUser => 'customer-1',
},
Article => {
Subject => 'some subject',
Body => 'some body',
ContentType => 'text/plain; charset=utf8',
},
};
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