Re: [otrs] removing ticket value from subject line

Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist jeffs@tolisgroup.com TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote:

Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database.

On 3/8/07 08:27, "Jeff Shepherd" wrote:

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Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well.

-Jeff

EDV Tekomedia wrote:

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Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings

EDV Tekomedia Markus Nagel

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Tabitha Stang schrieb:

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Hi,

I¹ve been looking through the sysconfig, but haven¹t been able to figure this out.

When I compose an answer, the subject line automatically gets a ticket number, like this:

Re: [Ticket#2007022010000089] Software

I would like it to have no ticket number, like this:

Re: Software

How do I change this?

Thank you!

Tabitha

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