Hello Hinrich,
the external ID is stored in a dynamic field (if you use the
ExternalTicketnumberRecognition). So you can activate that field in any
dialog you want:
*) First check, which dynamic field is used (SysConfig -> Ticket ->
Core::Postmaster)
*) Activate the field in AgentTicketZoom (SysConfig -> Ticket ->
Frontend::Agent::Ticket::ViewZoom ->
Ticket::Frontend::AgentTicketZoom###DynamicField)
*) Do the same for other dialogs as well
You can search the database. The values of dynamic fields are stored in
the table dynamic_field_values...
SELECT * FROM dynamic_field_values dfv INNER JOIN dynamic_field df ON
dfv.dynamic_field_id = df.id AND df.name = '
Hello,
we are using OTRS 5. We are receiving emails from another ticket system, and we want to bundle them by external ticket ID. Is the external ID somewhere visible? First in the database, or also in the ticket itself in the web interface?
Hinrich
Hinrich Aue Sr. Software Engineer Kofax Development GmbH
Wentzinger Strasse 19 79106 Freiburg Germany
Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue@kofax.com
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