On 4/25/03 7:26 AM, "Jim Wight" wrote:

I omitted to mention that I've also set TicketHook to a 2-character string, so a Subject line now looks like

[SN: 100005] Re: 1.1.0-RC2 Ticket Number Generation

Can you tell me how you did that? (remember, I'm not a programmer) :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Example of ACI and AE being used for HD conforming... http://uemedia.com/CPC/article_6669.shtml

On 4/25/03 7:54 AM, "Jim Wight" wrote:

...

Can you tell me how you did that?

$Self->{TicketHook} = 'SN';

in Kernel/Config.pm.

Thank you! After making changes like this, does OTRS need to be "re-launched"? If yes, is there a way to do that other than re-starting the computer? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html

Martin Edenhofer writes:

That's is fine, but "[SN:" is a problem, because a well known email program is replacing SN: (two characters and :) with RE:!

Ah, I misunderstood. I was aware of the warning in the documentation Note: Don't use 'TN', because MS Outlook is replacing "TN: 54968797" with "RE: 54968797" and then you will run in trouble. but it gives the impression that the problem is specifically with 'TN', not with any 2-character string. Jim

Martin Edenhofer writes:

Use always min. three characters for TicketHook.

Is there a problem with just using one? Jim

Martin Edenhofer writes:

On Sat, Apr 26, 2003 at 10:50:04AM +0100, Jim Wight wrote:

...

...

Use always min. three characters for TicketHook.

Is there a problem with just using one?

I don't know. I don't have Outlook to test it.

I have managed to test it. The same problem occurs. Jim

Hi Jim, On Wed, Apr 30, 2003 at 12:50:51PM +0100, Jim Wight wrote:

Is it safe to change SystemID once OTRS is up and running?

We plan to go live with OTRS once we have 1.1. bedded down. However, we are still deliberating over the ticket number format to use.

One idea that has just cropped up is to use SystemID to represent the year, along with the new MinCounterSize set to 4, so that ticket numbers would start off at 30001, an change to 40001 next January.

I would like to check if there might be any hidden drawbacks to changing SystemID (and var/log/TicketCounter.log)? I've just tried it on my test system, and nothing bad appears to have happened so far.

Don't change the SystemID if the system is up and running. Reason: The ticket number has two functions a) CreateTicketNr() - used to create a new ticket number b) GetTNByString() - used the check it a email is a follow up -=> If you change the SystemID then OTRS will not find email follow ups for old ticket numbers. Solution: If you want to change the SystemID, patch the GetTNByString() function or write a own ticket number module (maybe without SystemID). If you can't write a own module we will give you assistance on dev at otrs.org

Jim

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

On 4/25/03 8:19 AM, "Martin Edenhofer" wrote:

Copy it to Kernel/System/Ticket/Number/ and add to Kernel/Config.pm

[...] $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrementShort'; [...]

THANK YOU Martin... However... I get this now emailed to me from the OTRS: Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrementShort! Can't locate Kernel/System/Ticket/Number/AutoIncrementShort.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl .) at (eval 36) line 3. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Import timelines from Avid or FCP into After Effects. Really. http://www.automaticduck.com/products/index.html

On 4/25/03 9:42 AM, "Martin Edenhofer" wrote:

...

I get this now emailed to me from the OTRS:

Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrementShort! Can't locate Kernel/System/Ticket/Number/AutoIncrementShort.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl .) at (eval 36) line 3.

What is the output of "perl -cw /opt/otrs/Kernel/System/Ticket/Number/AutoIncrementShort.pm"?

Last login: Fri Apr 25 09:11:03 on console Welcome to Darwin! [bdsl:~] wes% perl -cw /opt/otrs/Kernel/System/Ticket/Number/AutoIncrementShort.pm perl: warning: Setting locale failed. perl: warning: Please check that your locale settings: LC_ALL = (unset), LANG = "en_US" are supported and installed on your system. perl: warning: Falling back to the standard locale ("C"). /opt/otrs/Kernel/System/Ticket/Number/AutoIncrementShort.pm syntax OK [bdsl:~] wes%

And I need the whole error message.

I sent the entire message I received from the OTRS system, there was no more to the email. Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html

On 4/25/03 10:10 AM, "Martin Edenhofer" wrote:

And creating a ticket via PhoneView isn't working?

I've never tried to do that. Our tickets are always generated via email-- customers fill out a web form which sends an email to the OTRS system. In order to test the PhoneView thing for you, I just put back the change to the config.pm file so that it tries to use the new shorter number generator file, and after restarting I'm getting a "500 Internal Server Error". :-( The log at "/private/var/log/httpd/error_log" says: [Fri Apr 25 10:18:54 2003] [notice] Apache/1.3.27 (Darwin) PHP/4.1.2 configured -- resuming normal operations [Fri Apr 25 10:18:54 2003] [notice] Accept mutex: flock (Default: flock) Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrementShort! Can't locate Kernel/System/Ticket/Number/AutoIncrementShort.pm in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 15) line 3. [Fri Apr 25 10:19:31 2003] [error] [client 66.14.134.208] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl And now Cron is emailing me again telling me: Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrementShort! Can't locate Kernel/System/Ticket/Number/AutoIncrementShort.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl .) at (eval 8) line 3. I put the config.pm file back to using the ³regular² AutoIncrement.pm file and restarted again. Things work again. I hope this helps! -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Read review of Automatic Composition Import FCP at LAFCPUG... http://www.lafcpug.org/review_automatic_duck.html

Hi Wes, On Tue, Apr 29, 2003 at 06:36:56AM -0700, Wes Plate wrote:

[...] Martin, have you had any thoughts on why that new numbering file won't work? I am interested in trying out another version. Thank you.

Hmmm.. I don't know what is going wrong. :-/ -=> But I added config option (MinCounterSize: default 5) for AutoIncrement module. .-) See: http://lists.otrs.org/pipermail/otrs/2003-April/001569.html

-- Wes Plate

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl

Hi Wes, On Tue, Apr 29, 2003 at 09:00:44AM -0700, Wes Plate wrote:

...

Hmmm.. I don't know what is going wrong. :-/

-=> But I added config option (MinCounterSize: default 5) for AutoIncrement module. .-)

Forgive my ignorance, but to take advantage of this I'll need to update to 1.1?

Grr... .) No, download Kernel/System/Ticket/Number/AutoIncrement.pm revision 1.8 and add the following config option to Kernel/Config.pm. [...] $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 5; [...] (http://cvs.otrs.org/cgi-bin/cvsweb.cgi/otrs/Kernel/System/Ticket/Number/Auto...) PS: Anyway, upgrading to 1.1 will improve your system. See http://demo.otrs.org/! ;)

Wes Plate Automatic Duck, Inc.

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson

On 4/29/03 9:14 AM, "Martin Edenhofer" wrote:

No, download Kernel/System/Ticket/Number/AutoIncrement.pm revision 1.8 and add the following config option to Kernel/Config.pm.

[...] $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 5; [...]

How does the number correlate to the ticket number? With it set to "3", my ticket number looks like: [Tkt#: 10003] I wouldn't have expected a 5 digit number with the counter size set to 3. With the number set to "2", my ticket number gets better: [Tkt#: 1004] I assume if I went to "1", the number would go to three digits. What is the leading 1 for? It seems to take up space. With the current scheme, am I capable of accumulating 1000 (1000-1999) tickets? Or 10000 (10000-19999)? Or more or less? Any problems with using 2 as the MinCounterSize? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Now shipping Automatic Composition Import for Mac AND Windows! http://www.automaticduck.com/products/index.html

Martin Edenhofer writes:

On Fri, Apr 25, 2003 at 06:54:17AM -0700, Wes Plate wrote:

...

I agree! But I find that even "100005" is too long. "1005" (two characters shorter) would be better. I wish I knew how to make a new module, but I'm not a programmer in any way.

Ok ok, I created on: ftp://ftp.otrs.org/pub/otrs/misc/AutoIncrementShort.pm

Format: <SystemID><Counter> (<Counter> is var/log/TicketCounter.log, rest it!)

-=> So you can have 101 or 102 ...

Wouldn't it be better to generalise AutoIncrement, so that the installer can choose the counter size, rather than introduce separate versions for different sizes? Jim

Hi Jim, On Fri, Apr 25, 2003 at 04:30:04PM +0100, Jim Wight wrote:

...

The auto increment counter file is "var/log/TicketCounter.log".

If your ticket number is now 110001 then it looks like somebody changed the "var/log/TicketCounter.log" manually (maybe if you use the tar)!

That's it. Yes, I installed from the tar file. I've unpacked it again, and var/log/TicketCounter.log is 10000.

Ok. That's the problem. In future I will remove the var/log/TicketCounter.log from the tar (CVS) and you will not have this problem.

Jim

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972