Can't paste screenshots to FAQ aricles OTRS 3.3.6

[mandrzejczuk]

Hi,

I'm pretty new to OTRS. I just installed and configured basic setup on Suse 11.3 Linux for help desk module only. I did installed additional modules one of them being FAQ. I can copy and paste screenshots inside of tickets, either when creating ticket as Customer or replaying as agent. For whatever reason I can not paste screenshots into knowledge base FAQ articles.
Is that even possible? Any help would be greatly appreciated.

Thank you
Marcin

[Christoph89]

Hi,
I researched a bit for you and found, that this is a limitation in the length of the entry.
The image is stored as "text". You can see that when you click view source.
The database is designed to use a "text" entry which is too small for a screenshot. Changing it to longtext worked for me. Pasting images is possible.

I believe this shouldn't harm any other function but please test this on a test system.

You have 2 possibilities:

1) The change is possible for example with phpmyadmin. Choose the otrs database and the table faq_item then change f_field1 ... f_field6 from text to longtext.

On my system this resulst in the following SQL statement: (No need to enter this, generated autoamticaly)

Code: Select all

ALTER TABLE `faq_item` CHANGE `f_field1` `f_field1` LONGTEXT CHARACTER SET utf8 COLLATE utf8_general_ci NULL DEFAULT NULL

2) Use this command to execute the change without phpmyadmin. Use

Code: Select all

mysql -u root -p otrs

to open a Mysql terminal connecting with user root to database otrs. paste the command from possibilites 1) according for field f_field1...f_field6

I hope I could help.

Sry for my english

[mandrzejczuk]

Hi Christoph,

Your English is perfect. Your advise was brilliant I would never thought about it. I'm running OTRS 3.3.6 on Suse Enterprise Linux and surprisingly it doesn't support Mysql Workbench. I wasn't sure how to use phpMyAdmin so I used RazorSQL and changed the fields you advised and it worked as a charm. I assume when I upgrade FAQ module I have to do same thing again, because it'll probably reset these fields to TEXT again.

Thank you again for great advise.
Marcin

[Christoph89]

Hi Marcin,
Thank you for your feedback.

I am not sure about the update process of the FAQ. But I believe that it won't change database structure unless the database is restructered. But you now use longer fields than the developer wanted to use. This can possibly result in cutting down the FAQ articles when the structure is changed. That's why you should make a backup of the database before migration to a new version. If it works it's okay. If not you need to adopt the field types delete all entries and import them. If some other properties change you may need to update the update script to ensure that other changes are also done.

But this is a task for the future

Greetings from Germany
Christoph

[mandrzejczuk]

Hi Christoph,

Thank you and greetings from Denver Colorado, USA. I don't know about the FAQ module update yet and if it'll affect FAQ screenshot pasting. The other problem I see is if you try to update FAQ article, add text or anything the pasted images are gone. Looks like you would have to paste them back on to the article, they're not persistent.
Do you have any advise how to keep them even if you update the FAQ article?

Thank you in advance
Marcin

[Christoph89]

Hi

sry i missed your post. I will have a look at it this weekend. At the moment I have lots to do.
This needs some investigation. If it is not the database it is somewhere in the FAQ modules code. And I am not familiar with it. I am sure I will find it, but this may take some while

Christoph