Hi Martin and others, The more I work with Siebel, and the more I think I will need OTRS to replace it in the near future... Instead of having two different numbering modules, I would propose the following: Attached to this e-mail, you will find a list of the current Siebel tickets in our system. They all start with a '1', and then there is a '-', and then 5 characters which increase from 1 to 9 and then from A to Z. I would create a new numbering scheme: 'x-xxxxx', where 'x' can be any of 0123456789ABCDEFGHIJKLMNOPQRSTUVWXYZ I would patch Postmaster.pl, so that an incoming e-mail with a subject that EXACTLY matches 'New SR: 1-A7ZB2' would create a new ticket with the number '1-A7ZB2', instead of a new ticket with the next available number in the numbering scheme. Then if an incoming e-mail DOESN'T match this string, or if we open a ticket by a phone call, then I would just make the first character of the ticket number a LETTER instead of a NUMBER. ie 'A-1G4X3'. This way, we know that if the ticket starts with a LETTER, then it's an internal OTRS ticket, and if it starts with a NUMBER, then it's a ticket matching a Siebel ticket. Do you understant where I would like to go ? Do you see this as easier than having TWO numering schemes ? Do you know someone who has nothing else to do than writing such a numering module ;-) ? I am sorry for this request which might be a bit strange, but just imagine that we are at the moment handling about 20 tickets per day, most of them containing firewall information (routing tables, policy screenshots...) with a CRM system which costs millions of $$$, which has a limitation of 800 characters for an action entry on a ticket, and which doesn't support file attachement (at the moment). Thx again for your incredible support... BR, - Patrick -
-----Original Message----- From: Patrick Zwahlen [mailto:Patrick.Zwahlen@eu.didata.com] Sent: lundi, 14. juillet 2003 13:36 To: 'otrs@otrs.org' Subject: RE: [otrs] Siebel integration, kind of...
I would first try to understand this #§¬@! Siebel numbering logic. And I would also prefer to turn this into a general improvement, instead of a very specific feature... if possible !
This would be possible and more appreciated by the community! :)
Right ! I just forgot to mention that I *used* to be a programmer, but I fear I have now crossed the dark line of management ;-)))
BR, - Patrick -
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