[otrs] Ticket numbering, custom fields and auto responses

[Nils Breunese (Lemonbit)]

Marius Flage wrote:

> So, I have a few issues. First, I'm trying to change the ticket  
> numbering system from the default one. I tried looking in SysConfig  
> and alter the TicketNumbering there to AutoIncrement and then set  
> the MinCounterSize to 1, I see the changes being applied there, but  
> not in the functionality of the site. I then had to go in manually  
> and set this in Ticket.pm and then it -nearly- worked. Instead of  
> getting ticket id 1 I got 101.
>
> hobbiton:~# cat /var/lib/otrs/log/TicketCounter.log
> 1
>
> hobbiton:~# grep NumberGenerator /usr/share/otrs/Kernel/Config/ 
> Files/Ticket.pm
>     $Self->{'Ticket::NumberGenerator'} =  
> Kernel::System::Ticket::Number::AutoIncrement';
>     $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 1;
>
> I know I shouldn't have changed /usr/share/otrs/Kernel/Config/Files/ 
> Ticket.pm directly, but at least that worked better than SysConfig  
> in the web panel.

See ~otrs/Kernel/Config.pm:

     # SystemID
     # (The identify of the system. Each ticket number and
     # each http session id starts with this number)
     $Self->{'SystemID'} = 10;

> My last question stems from my previous experience with RT, I want  
> those custom fields. I know they aren't implemented in the current  
> version of OTRS, but is this at all planned for future releases?

They are implemented in OTRS AFAIK (we don't use them). They are  
called FreeText fields. You can find these settings in the reference,  
but I don't know if there's a good explanation of setting this up in  
the docs (I believe you need to update your database tables as well).  
The mailinglist archives may help you if you search for FreeText.

Nils Breunese.


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