Are there any other ticket number modules available?
I understand that people can design their own ticket number formats, but I'm really not capable of doing that. I'm more a copy-paste kind-of-guy. Are there any Ticket Number format modules that are available? I'd like something shorter than DateChecksum, but more interesting than AutoIncrement. -- 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
Hi, On Friday 21 March 2003 06:28, Wes Plate wrote:
I understand that people can design their own ticket number formats, but I'm really not capable of doing that. I'm more a copy-paste kind-of-guy.
Are there any Ticket Number format modules that are available?
Right now there are four generators available: AutoIncrement, Date, DateChecksum, Random
I'd like something shorter than DateChecksum, but more interesting than AutoIncrement.
It is fairly simple to create a new module, so can you be more specific in your wishes? Stefan -- Stefan Schmidt Email: jsj@jsj.dyndns.org
On 3/21/03 11:14 PM, "Stefan Schmidt" wrote:
I'd like something shorter than DateChecksum, but more interesting than AutoIncrement.
It is fairly simple to create a new module, so can you be more specific in your wishes?
I think my wish is simple, at least it would be for someone who knew how to code things kinds of things. Because the OTRS preferred ticket number format is just too long for our needs, I've gone to AutoIncrement. This is better, but still too long and I'd like to have letters in the number. Right now my ticket number appears like this:
[Ticket#: 1000004] RE: Hi there
I would like it to appear like this:
[Ticket#: AD004] RE: Hi there
So the number would Auto-Increment, but there would be the letters AD at the beginning of the short 3-digit number. I would like it even more if the numbers included letters in the counting scheme. That would allow more tickets and even shorter ticket numbers. Would it be easy to change "[Ticket#:" to be shorter as well? Maybe make it say something like:
[Tkt#: AD004] RE: Hi there Or [Tkt# AD004] RE: Hi there
-- 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
On Sat, 22 Mar 2003, Wes Plate wrote:
Because the OTRS preferred ticket number format is just too long for our needs, I've gone to AutoIncrement. This is better, but still too long and I'd like to have letters in the number.
Right now my ticket number appears like this:
[Ticket#: 1000004] RE: Hi there
I would like it to appear like this:
[Ticket#: AD004] RE: Hi there
So the number would Auto-Increment, but there would be the letters AD at the beginning of the short 3-digit number.
I would like it even more if the numbers included letters in the counting scheme. That would allow more tickets and even shorter ticket numbers.
Would it be easy to change "[Ticket#:" to be shorter as well? Maybe make it say something like:
[Tkt#: AD004] RE: Hi there Or [Tkt# AD004] RE: Hi there
This is possible from the site configuration utilities... our tickets use BFP- as their leader. We're in a similar position ticket-id-length-wise, in that we'd like to see a date-based autoincrement which is similar to what we've always created manually. (Eg: 20030322A1, 20030322A2 ... 20030322C9, etc.) I just haven't gotten around to exploring the code yet. Another feature that I'm looking for is something that can strip the ticket ID out of an incoming message and then auto-close a ticket. Background: We receive 5 spam messages for each real support request. We already set the From: header to a -bounces address which keeps our inbound queue from filling up with mailer-daemon failures. What we'd like to do is to set up a script at the end of that -bounces address which would strip ticket ID's out of the returned message and then put them into a queue that auto-closes them. The net result is that suspected spam... ie: mail which comes from an address that is undeliverable... would be in a box that we could visually screen once/twice each day, letting everything else auto-close. This is better than the current alternative of having ot manually close each one of these spam-induced tickets. We're prepared to code such a tool, we just haven't gotten around to it yet. Has anyone tried this? -CA
On Sat, 22 Mar 2003, Christopher Allen [BigFatPipe.Net] wrote:
The net result is that suspected spam... ie: mail which comes from an address that is undeliverable... would be in a box that we could visually screen once/twice each day, letting everything else auto-close. This is better than the current alternative of having ot manually close each one of these spam-induced tickets.
We're prepared to code such a tool, we just haven't gotten around to it yet. Has anyone tried this?
We have implemented a 'delete' queue that is purged automatically by a cronjob. We have also added a DELETE link that has the effect of moving messages into the 'delete' queue to be purged. We have setup a bunch of procmail recipes that automatically filter messages into the 'delete' queue if they fit certain spam/bounce/virus characteristics. This helps us automatically and manually move tickets into a queue that is automatically purged once a day. Let me know if you are looking to do something like this (which has worked to clear our queue up quite nicely) and we can show you how to set it up. Adding the DELETE option that moves a ticket into a specific queue was obtained from a posting to this mailing list. -Eddie
On 3/21/03 11:14 PM, "Stefan Schmidt" wrote:
I'd like something shorter than DateChecksum, but more interesting than AutoIncrement.
It is fairly simple to create a new module, so can you be more specific in your wishes?
I hope you can help, let me know if my explanation wasn't clear enough. Thank you! -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Automatic Composition Import now shipping for Mac OS X! http://www.automaticduck.com/products/auto_comp_import/
participants (4)
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Christopher Allen [BigFatPipe.Net] -
Eddie Urenda -
Stefan Schmidt -
Wes Plate