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
Richard Hinkamp wrote:
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?
I think this would indeed involve some serious hacking on OTRS. I guess he just needs to seach for ticket 0123456 (or the name of the customer or whatever) and then see what type of customer is on the other end. Nils.
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.
but if these diff custs use diff mailadresses then the tickets are sorted to a specific queue on incoming. but i fear this is done after the generation of the ticket number... when i look at the history trhe numgen and the Queue moveare done in one step. may 2 ct. to look at? Li
Any thoughts on this?
Regards, Richard _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/
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
participants (3)
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Nils Breunese (Lemonbit Internet) -
Richard Hinkamp - BeSite -
Volker.Lipper＠de.mecglobal.com