We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call. Is it possible to shorten the ticket number length? Perhaps I'm missing something obvious, and if so I apologize. Can anyone point me in the right direction? TIA,
Please have a look at Kernel/Config/Defaults.pm and search for 'TicketNumberGenerator'. There are different ways to generate ticket numbers. Here we use AutoInCrement and our numbers are fairly short. Also pay attention to the remarks on top of this file. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de