No, they will not be merged back. The ticket number generator has some code it uses to recognize if it's a follow-up. This includes the prefix. A very quick hack to the GetTNByString sub in the file otrs/Kernel/System/Ticket/Number/DateChecksum.pm is below - which should ignore the 'ticket hook'. Please note I haven't tested it and it's on your own risk. sub GetTNByString { my ( $Self, $String ) = @_; if ( !$String ) { return; } # get needed config options my $CheckSystemID = $Self->{ConfigObject}->Get('Ticket::NumberGenerator::CheckSystemID'); my $SystemID = ''; if ($CheckSystemID) { $SystemID = $Self->{ConfigObject}->Get('SystemID'); } # check current setting if ( $String =~ /\Q\E(\d{4,10}$SystemID\d{4,40})/i ) { return $1; } # check default setting if ( $String =~ /\Q\E:\s{0,2}(\d{4,10}$SystemID\d{4,40})/i ) { return $1; } return; } -- Mike On Fri, Nov 12, 2010 at 9:26 AM, Hugh Kelley wrote:

We've been using OTRS 3 as our live ticketing system for a few weeks now and I've started to notice that the ticket hook we use isn't descriptive enough.  It gets confusing when we forward a ticket out to a vendor and then a second ticket number is added.

Does anyone know offhand if it will break "replyability" to existing tickets if we change that in sysconfig?  For example, today we use:

RE: [Ticket:2010110110000378] Unable to access ECD and ECQ

I would like to change that sysconfig option to

XYZ-Ticket

If I do so, will email replies (with the old hook) still be merged back into the old ticket?

Hugh

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