Heya, We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call. Is it possible to shorten the ticket number length? Perhaps I'm missing something obvious, and if so I apologize. Can anyone point me in the right direction? TIA, Andre
Hi Andre, On Wed, Feb 19, Andre Fortin wrote:
We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call.
Take my word for it. They are NOT too long. We have thought extremly well about this and think that it is quite perfect for the long run.
Is it possible to shorten the ticket number length?
Of course it is possible. :-) Please have a look at the documentation at http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/configfile-ticketnumberf... There you'll find a description how to create you own format or how to configure different formats. In case you'll find a better solution please let us know and share it with us. take care Stefan -- Stefan Wintermeyer Mr. Simpson, don't you worry. I watched Matlock in a bar last night. The sound wasn't on, but I think I got the gist of it. (Lionel Hutz) "The Simpsons"
Thanks guys :) Noticed it shortly after I sent the email to the list, sorry about that.. Thanks for helping me out anyway :) Andre -----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Stefan Wintermeyer Sent: Wednesday, February 19, 2003 9:13 AM To: otrs@otrs.org Subject: Re: [otrs] Ticket number format Hi Andre, On Wed, Feb 19, Andre Fortin wrote:
We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call.
Take my word for it. They are NOT too long. We have thought extremly well about this and think that it is quite perfect for the long run.
Is it possible to shorten the ticket number length?
Of course it is possible. :-) Please have a look at the documentation at http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/configfile-ticketnumberf ormat.html There you'll find a description how to create you own format or how to configure different formats. In case you'll find a better solution please let us know and share it with us. take care Stefan -- Stefan Wintermeyer Mr. Simpson, don't you worry. I watched Matlock in a bar last night. The sound wasn't on, but I think I got the gist of it. (Lionel Hutz) "The Simpsons" _______________________________________________ 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
We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call. Is it possible to shorten the ticket number length? Perhaps I'm missing something obvious, and if so I apologize. Can anyone point me in the right direction? TIA,
Please have a look at Kernel/Config/Defaults.pm and search for 'TicketNumberGenerator'. There are different ways to generate ticket numbers. Here we use AutoInCrement and our numbers are fairly short. Also pay attention to the remarks on top of this file. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de
participants (3)
-
Andre Fortin -
Andreas Haase -
Stefan Wintermeyer