Re: [otrs] Chnging NumberingGenerator

Is there any way to customize the ticket #? For example, have it have a format such as date+autoincrement? For example, 20090205001, 200902050002, 20090205003, etc... ? Also, is there a way to move the ticket# after the subject? For example: Re: Broken monitor [ticket#20090205001] Piotr Modlinger wrote:

Hi Michiel,

thanks for advice - now new NumberGenerator works ok.

I've one more question. Is in OTRS possibility to take from subject of incoming e-mail ticketID and create new ticket with this ID. Maybe is there some header X-OTRS-TicketID? If not, in which files do I need to make changes to implement this functionality?

Thanks for help.

Kind regards, Peter

2009/2/4 Michiel Beijen mailto:michiel@beefreeit.nl>

Hi Peter,

The documentation mentions the numbering options briefly, see [http://doc.otrs.org/2.3/en/html/x13170.html] under option B.2.4.12. Ticket::NumberGenerator.

Of course it would be wise to change your ticket number sequence BEFORE you actually deploy OTRS, it will not be easy to change numbers of existing tickets without replies getting messed up et cetera.

Here are the steps you need to take:

* Go to Admin > SysConfig * In Group Selection, choose Ticket and click Show * Click on subgroup Core::Ticket * Here you will see the option for Ticket::NumberGenerator. Change this to AutoIncrement. * No restart necessary. Any new tickets you create will look like '0600004' where '06' is the SystemID which is defined in Framework -> Core.

Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

2009/2/2 Piotr Modlinger mailto:pitmod@gmail.com>

Hi, could you tell me step by step how to change my ticket NumberingGenerator from DateChecksum to AutoIncrement (in which files do I need to make changes and do I have to restart my webserver).

Thanks, Peter

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