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-- Add a table to contain the attachment file contents
DROP TABLE IF EXISTS `%TABLE_PREFIX%file`;
CREATE TABLE `%TABLE_PREFIX%file` (
`id` int(11) NOT NULL auto_increment,
`type` varchar(255) NOT NULL default '',
`size` varchar(25) NOT NULL default '',
`hash` varchar(125) NOT NULL,
`name` varchar(255) NOT NULL default '',
`filedata` longblob NOT NULL,
`created` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `hash` (`hash`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
-- update ticket attachments ref. table.
ALTER TABLE `%TABLE_PREFIX%ticket_attachment`
CHANGE `ref_type` `ref_type` ENUM( 'M', 'R', 'N' ) NOT NULL DEFAULT 'M',
ADD `file_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `ticket_id`,
ADD INDEX ( `file_id` );
-- Add Team ID and 'API' as a valid ticket source
ALTER TABLE `%TABLE_PREFIX%ticket`
ADD `team_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `staff_id`,
ADD INDEX ( `team_id` ),
CHANGE `source` `source` ENUM(
'Web', 'Email', 'Phone', 'API', 'Other') NOT NULL DEFAULT 'Other';
-- Add table for ticket history (statistics) tracking
DROP TABLE IF EXISTS `%TABLE_PREFIX%ticket_history`;
CREATE TABLE `%TABLE_PREFIX%ticket_history` (
`ticket_id` int(11) unsigned NOT NULL default '0',
`state` enum('opened','closed','assigned','transferred','overdue') NOT NULL,
`staff` varchar(255) NOT NULL default 'SYSTEM',
`timestamp` datetime NOT NULL,
KEY `ticket_state` (`ticket_id`, `state`, `timestamp`),
KEY `ticket_stats` (`timestamp`, `state`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
ALTER TABLE `%TABLE_PREFIX%config`
ADD `passwd_reset_period` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `staff_session_timeout`,
ADD `default_timezone_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `default_template_id`,
ADD `default_sla_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `default_dept_id`,
CHANGE `spoof_default_smtp` `allow_email_spoofing` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0',
CHANGE `enable_mail_fetch` `enable_mail_polling` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0',
ADD `max_user_file_uploads` TINYINT UNSIGNED NOT NULL AFTER `max_file_size`,
ADD `max_staff_file_uploads` TINYINT UNSIGNED NOT NULL AFTER `max_user_file_uploads`,
ADD `assigned_alert_active` TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER `overdue_alert_dept_members`,
ADD `assigned_alert_staff` TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER `assigned_alert_active`,
ADD `assigned_alert_team_lead` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER `assigned_alert_staff`,
ADD `assigned_alert_team_members` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER `assigned_alert_team_lead`,
ADD `transfer_alert_active` TINYINT( 1 ) UNSIGNED NOT NULL DEFAULT '0' AFTER `note_alert_dept_manager` ,
ADD `transfer_alert_assigned` TINYINT( 1 ) UNSIGNED NOT NULL DEFAULT '0' AFTER `transfer_alert_active` ,
ADD `transfer_alert_dept_manager` TINYINT( 1 ) UNSIGNED NOT NULL DEFAULT '1' AFTER `transfer_alert_assigned` ,
ADD `transfer_alert_dept_members` TINYINT( 1 ) UNSIGNED NOT NULL DEFAULT '0' AFTER `transfer_alert_dept_manager`,
ADD `send_sys_errors` TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER `enable_email_piping`,
ADD `enable_kb` TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER `use_email_priority`,
ADD `enable_premade` TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER `enable_kb`,
ADD `show_related_tickets` TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER `auto_assign_reopened_tickets`,
ADD `schema_signature` CHAR( 32 ) NOT NULL AFTER `ostversion`;
ALTER TABLE `%TABLE_PREFIX%staff`
ADD `passwdreset` DATETIME NULL DEFAULT NULL AFTER `lastlogin`;
DROP TABLE IF EXISTS `%TICKET_PREFIX%sla`;
CREATE TABLE IF NOT EXISTS `%TICKET_PREFIX%sla` (
`id` int(11) unsigned NOT NULL auto_increment,
`isactive` tinyint(1) unsigned NOT NULL default '1',
`enable_priority_escalation` tinyint(1) unsigned NOT NULL default '1',
`disable_overdue_alerts` tinyint(1) unsigned NOT NULL default '0',
`grace_period` int(10) unsigned NOT NULL default '0',
`name` varchar(64) NOT NULL default '',
`notes` text,
`created` datetime NOT NULL,
`updated` datetime NOT NULL,
PRIMARY KEY (`id`),
UNIQUE KEY `name` (`name`)
) ENGINE=MyISAM;
-- Create a default SLA
INSERT INTO `%TABLE_PREFIX%sla` (`isactive`, `enable_priority_escalation`,
`disable_overdue_alerts`, `grace_period`, `name`, `notes`)
VALUES (1, 1, 0, 48, 'Default SLA', NULL);
-- Create a TEAM table
CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%team` (
`team_id` int(10) unsigned NOT NULL auto_increment,
`lead_id` int(10) unsigned NOT NULL default '0',
`isenabled` tinyint(1) unsigned NOT NULL default '1',
`noalerts` tinyint(1) unsigned NOT NULL default '0',
`name` varchar(125) NOT NULL default '',
`notes` text,
`created` datetime NOT NULL,
`updated` datetime NOT NULL,
PRIMARY KEY (`team_id`),
UNIQUE KEY `name` (`name`),
KEY `isnabled` (`isenabled`),
KEY `lead_id` (`lead_id`)
) ENGINE=MyISAM;
-- Create a default TEAM
INSERT INTO `%TABLE_PREFIX%team` (`lead_id`, `isenabled`, `noalerts`, `name`, `notes`)
VALUES (0, 1, 0, 'Level I Support', '');
ALTER TABLE `%TABLE_PREFIX%department`
ADD sla_id INT UNSIGNED NOT NULL DEFAULT '0' AFTER tpl_id;
ALTER TABLE `%TABLE_PREFIX%staff`
ADD `notes` TEXT NULL DEFAULT NULL AFTER `signature`,
ADD `assigned_only` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER `onvacation`,
ADD `show_assigned_tickets` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER `assigned_only`,
ADD `timezone_id` INT UNSIGNED NOT NULL DEFAULT '0' AFTER `dept_id`,
ADD `default_signature_type` ENUM( 'none', 'mine', 'dept' ) NOT NULL DEFAULT 'none' AFTER `auto_refresh_rate`;
-- Copy over time zone offet to tz_id
UPDATE `%TABLE_PREFIX%staff` SET timezone_id =
(SELECT id FROM `%TABLE_PREFIX%timezone` WHERE offset = `%TABLE_PREFIX%staff`.timezone_offset);
ALTER TABLE `%TABLE_PREFIX%groups`
ADD notes TEXT NULL AFTER can_manage_kb,
CHANGE `can_manage_kb` `can_manage_premade` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0',
ADD `can_manage_faq` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER `can_manage_premade`,
ADD `can_assign_tickets` TINYINT( 1 ) UNSIGNED NOT NULL default '1' AFTER `can_close_tickets`;
-- Add new columns to the templates table
ALTER TABLE `%TABLE_PREFIX%email_template`
ADD `isactive` TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER `cfg_id`,
ADD `transfer_alert_subj` VARCHAR( 255 ) NOT NULL AFTER `assigned_alert_body`,
ADD `transfer_alert_body` TEXT NOT NULL AFTER `transfer_alert_subj`;
-- Insert default text for the new messaage tpl (all records are updated).
UPDATE `%TABLE_PREFIX%email_template` SET updated=NOW() ,transfer_alert_subj='Ticket Transfer #%ticket - %dept',transfer_alert_body='%staff,\r\n\r\nTicket #%ticket has been transferred to %dept department.\r\n\r\n----------------------\r\n\r\n%note\r\n\r\n-------------------\r\n\r\nTo view/respond to the ticket, please login to the support ticket system.\r\n\r\n%url/scp/ticket.php?id=%id\r\n\r\n- Your friendly Customer Support System - powered by osTicket.';
ALTER TABLE `%TABLE_PREFIX%help_topic`
ADD ispublic TINYINT(1) UNSIGNED NOT NULL DEFAULT '1' AFTER isactive,
ADD notes TEXT NULL DEFAULT NULL AFTER topic,
ADD staff_id INT UNSIGNED NOT NULL DEFAULT '0' AFTER dept_id,
ADD team_id INT UNSIGNED NOT NULL DEFAULT '0' AFTER staff_id,
ADD sla_id INT UNSIGNED NOT NULL DEFAULT '0' AFTER team_id,
ADD INDEX ( staff_id , team_id ),
ADD INDEX ( sla_id );
ALTER TABLE `%TABLE_PREFIX%email`
ADD mail_archivefolder VARCHAR(255) NULL AFTER mail_fetchmax,
ADD notes TEXT NULL DEFAULT NULL AFTER smtp_auth,
ADD smtp_spoofing TINYINT(1) UNSIGNED NOT NULL DEFAULT '0' AFTER smtp_auth;
ALTER TABLE `%TABLE_PREFIX%api_key`
ADD notes TEXT NULL DEFAULT NULL AFTER apikey,
ADD UNIQUE (apikey);
ALTER TABLE `%TABLE_PREFIX%ticket`
ADD sla_id INT UNSIGNED NOT NULL DEFAULT '0' AFTER dept_id,
ADD INDEX ( sla_id );
DROP TABLE IF EXISTS `%TABLE_PREFIX%email_filter`;
CREATE TABLE `%TABLE_PREFIX%email_filter` (
`id` int(11) unsigned NOT NULL auto_increment,
`execorder` int(10) unsigned NOT NULL default '99',
`isactive` tinyint(1) unsigned NOT NULL default '1',
`match_all_rules` tinyint(1) unsigned NOT NULL default '0',
`stop_onmatch` tinyint(1) unsigned NOT NULL default '0',
`reject_email` tinyint(1) unsigned NOT NULL default '0',
`use_replyto_email` tinyint(1) unsigned NOT NULL default '0',
`disable_autoresponder` tinyint(1) unsigned NOT NULL default '0',
`email_id` int(10) unsigned NOT NULL default '0',
`priority_id` int(10) unsigned NOT NULL default '0',
`dept_id` int(10) unsigned NOT NULL default '0',
`staff_id` int(10) unsigned NOT NULL default '0',
`team_id` int(10) unsigned NOT NULL default '0',
`sla_id` int(10) unsigned NOT NULL default '0',
`name` varchar(32) NOT NULL default '',
`notes` text,
`created` datetime NOT NULL,
`updated` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `email_id` (`email_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
-- Copy banlist to a new email filter
INSERT INTO `%TABLE_PREFIX%email_filter` (`id`, `execorder`, `isactive`,
`match_all_rules`, `stop_onmatch`, `reject_email`, `use_replyto_email`,
`disable_autoresponder`, `email_id`, `priority_id`, `dept_id`, `staff_id`,
`team_id`, `sla_id`, `name`, `notes`) VALUES
(1, 99, 1, 0, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'SYSTEM BAN LIST',
'Internal list for email banning. Do not remove');
DROP TABLE IF EXISTS `%TABLE_PREFIX%email_filter_rule`;
CREATE TABLE `%TABLE_PREFIX%email_filter_rule` (
`id` int(11) unsigned NOT NULL auto_increment,
`filter_id` int(10) unsigned NOT NULL default '0',
`what` enum('name','email','subject','body','header') NOT NULL,
`how` enum('equal','not_equal','contains','dn_contain') NOT NULL,
`val` varchar(255) NOT NULL,
`isactive` tinytext( 1 ) UNSIGNED NOT NULL DEFAULT '1',
`notes` tinytext NOT NULL,
`created` datetime NOT NULL,
`updated` datetime NOT NULL,
PRIMARY KEY (`id`),
KEY `filter_id` (`filter_id`),
UNIQUE `filter` (`filter_id`, `what`, `how`, `val`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
-- SYSTEM BAN LIST was the first filter created, with ID of '1'
INSERT INTO `%TABLE_PREFIX%email_filter_rule` (`filter_id`, `what`, `how`, `val`) VALUES
SELECT 1, 'email', 'equals', email FROM `%TABLE_PREFIX%email_banlist`;
-- Create table session
DROP TABLE IF EXISTS `%TABLE_PREFIX%session`;
CREATE TABLE `%TABLE_PREFIX%session` (
`session_id` varchar(32) collate utf8_unicode_ci NOT NULL default '',
`session_data` longtext collate utf8_unicode_ci,
`session_expire` datetime default NULL,
`session_updated` datetime default NULL,
`user_id` int(10) unsigned NOT NULL default '0',
`user_ip` varchar(32) collate utf8_unicode_ci NOT NULL,
`user_agent` varchar(255) collate utf8_unicode_ci NOT NULL,
PRIMARY KEY (`session_id`),
KEY `updated` (`session_updated`),
KEY `user_id` (`user_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci;
-- Create tables for FAQ + attachments.
DROP TABLE IF EXISTS `%TABLE_PREFIX%faq`;
CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%faq` (
`faq_id` int(10) unsigned NOT NULL auto_increment,
`category_id` int(10) unsigned NOT NULL default '0',
`ispublished` tinyint(1) unsigned NOT NULL default '0',
`question` varchar(255) NOT NULL,
`answer` text NOT NULL,
`keywords` tinytext,
`notes` text,
`created` date NOT NULL,
`updated` date NOT NULL,
PRIMARY KEY (`faq_id`),
UNIQUE KEY `question` (`question`),
KEY `category_id` (`category_id`),
KEY `ispublished` (`ispublished`),
FULLTEXT KEY `faq` (`question`,`answer`,`keywords`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
DROP TABLE IF EXISTS `%TABLE_PREFIX%faq_attachment`;
CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%faq_attachment` (
`faq_id` int(10) unsigned NOT NULL,
`file_id` int(10) unsigned NOT NULL,
PRIMARY KEY (`faq_id`,`file_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
-- Add support for attachments to canned responses
DROP TABLE IF EXISTS `%TABLE_PREFIX%canned_attachment`;
CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%canned_attachment` (
`canned_id` int(10) unsigned NOT NULL,
`file_id` int(10) unsigned NOT NULL,
PRIMARY KEY (`canned_id`,`file_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
-- Rename kb_premade to canned_response
ALTER TABLE `%TABLE_PREFIX%kb_premade`
ADD `notes` TEXT NOT NULL AFTER `answer`,
CHANGE `premade_id` `canned_id` int(10) unsigned NOT NULL auto_increment,
CHANGE `title` `title` VARCHAR( 255 ) NOT NULL DEFAULT '',
CHANGE `answer` `response` TEXT NOT NULL.
DROP INDEX `title` ,
ADD FULLTEXT `resp` (`title` ,`answer`);
ALTER TABLE `%TABLE_PREFIX%kb_premade` RENAME TO `%TABLE_PREFIX%canned_response`;
DROP TABLE IF EXISTS `%TABLE_PREFIX%faq_category`;
CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%faq_category` (
`category_id` int(10) unsigned NOT NULL auto_increment,
`ispublic` TINYINT( 1 ) UNSIGNED NOT NULL DEFAULT '0',
`name` varchar(125) default NULL,
`description` TEXT NOT NULL,
`notes` tinytext NOT NULL,
`created` date NOT NULL,
`updated` date NOT NULL,
PRIMARY KEY (`category_id`),
KEY (`ispublic`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;
DROP TABLE IF EXISTS `%TABLE_PREFIX%faq_topic`;
CREATE TABLE IF NOT EXISTS `%TABLE_PREFIX%faq_topic` (
`faq_id` int(10) unsigned NOT NULL,
`topic_id` int(10) unsigned NOT NULL,
PRIMARY KEY (`faq_id`,`topic_id`)
) ENGINE=MyISAM DEFAULT CHARSET=utf8;