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 = '<name_of_the_dynamic_field>' WHERE object_id = '<ticket_id>'

Kind regards,
Renée



Am 06.02.2017 um 12:02 schrieb Hinrich Aue:
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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