AW: Re: [otrs] Queue ID in ticket number or hook?

Hello Richard, This sounds very interesting to me. Maybe you can post a patch for the changes you made on NewTicket.pm so I can rework you solution for me. Thanks and kind regards Falko Zurell Head of Application Management I-D Media AG Tel.: +49-30-25947-357 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 16:28 To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] Queue ID in ticket number or hook? Hi, I got it working :) The queue is determined with Postmaster Filter before creating ticket number, so it's available at the right time. So I copied the AutoIncrement generator to be modified. In Kernel/System/Postmaster/NewTicket.pm I had to pass the QueueID to the $Self->{TicketObject}->CreateTicketNr() call. This way I have the queue ID so I can get all queue info en use whatever available data I have to put in the ticket number. Thanks for the pointers! Regards, Richard Richard Hinkamp - BeSite wrote:

Hi,

A customer of us does support for multiple customers of his. Every customer has his own queue with all the settings and e-mail addresses etc. He wants the ticket number or hook to contain a part of the queue name. So when someone calls and says I have ticket nr XYZ-0123456, he knows it's a XYZ customer. Is this possible? Maybe I could write a new ticket number generator, but I don't know if the queue is known at the moment of ticket number generation. And what to do when the ticket changes queue? My feeling is that it's not a smart thing to try, since a ticket is not locked to a certain queue and changing ticket numbers when changing queues seems really awkward to me.

Any thoughts on this?

Regards, Richard

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