Hi Jim, On Wed, Apr 30, 2003 at 12:50:51PM +0100, Jim Wight wrote:
Is it safe to change SystemID once OTRS is up and running?
We plan to go live with OTRS once we have 1.1. bedded down. However, we are still deliberating over the ticket number format to use.
One idea that has just cropped up is to use SystemID to represent the year, along with the new MinCounterSize set to 4, so that ticket numbers would start off at 30001, an change to 40001 next January.
I would like to check if there might be any hidden drawbacks to changing SystemID (and var/log/TicketCounter.log)? I've just tried it on my test system, and nothing bad appears to have happened so far.
Don't change the SystemID if the system is up and running. Reason: The ticket number has two functions a) CreateTicketNr() - used to create a new ticket number b) GetTNByString() - used the check it a email is a follow up -=> If you change the SystemID then OTRS will not find email follow ups for old ticket numbers. Solution: If you want to change the SystemID, patch the GetTNByString() function or write a own ticket number module (maybe without SystemID). If you can't write a own module we will give you assistance on dev at otrs.org
Jim
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.