Ticket numbering, custom fields and auto responses
Hi there I'm a bit new to the whole OTRS thingy and so far I really enjoy it. I've been using RT for a couple of years now, so my whole experience of issue tracking systems are based on this. That's why I try to imitate RT as good as I can (especially for my agents, who are used to RT). So, I have a few issues. First, I'm trying to change the ticket numbering system from the default one. I tried looking in SysConfig and alter the TicketNumbering there to AutoIncrement and then set the MinCounterSize to 1, I see the changes being applied there, but not in the functionality of the site. I then had to go in manually and set this in Ticket.pm and then it -nearly- worked. Instead of getting ticket id 1 I got 101. hobbiton:~# cat /var/lib/otrs/log/TicketCounter.log 1 hobbiton:~# grep NumberGenerator /usr/share/otrs/Kernel/Config/Files/Ticket.pm $Self->{'Ticket::NumberGenerator'} = Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 1; I know I shouldn't have changed /usr/share/otrs/Kernel/Config/Files/Ticket.pm directly, but at least that worked better than SysConfig in the web panel. Another "problem" I have is that customers are sent an notification when a new ticket is created using the "Phone-Ticket" option. I don't want that. I want the ticket that gets created as a Phone-Ticket to be an internal note, or at least the ability to be able to tag it as one. Is this possible? My last question stems from my previous experience with RT, I want those custom fields. I know they aren't implemented in the current version of OTRS, but is this at all planned for future releases? Great thanks in advance! Marius
Marius Flage wrote:
So, I have a few issues. First, I'm trying to change the ticket numbering system from the default one. I tried looking in SysConfig and alter the TicketNumbering there to AutoIncrement and then set the MinCounterSize to 1, I see the changes being applied there, but not in the functionality of the site. I then had to go in manually and set this in Ticket.pm and then it -nearly- worked. Instead of getting ticket id 1 I got 101.
hobbiton:~# cat /var/lib/otrs/log/TicketCounter.log 1
hobbiton:~# grep NumberGenerator /usr/share/otrs/Kernel/Config/ Files/Ticket.pm $Self->{'Ticket::NumberGenerator'} = Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 1;
I know I shouldn't have changed /usr/share/otrs/Kernel/Config/Files/ Ticket.pm directly, but at least that worked better than SysConfig in the web panel.
See ~otrs/Kernel/Config.pm: # SystemID # (The identify of the system. Each ticket number and # each http session id starts with this number) $Self->{'SystemID'} = 10;
My last question stems from my previous experience with RT, I want those custom fields. I know they aren't implemented in the current version of OTRS, but is this at all planned for future releases?
They are implemented in OTRS AFAIK (we don't use them). They are called FreeText fields. You can find these settings in the reference, but I don't know if there's a good explanation of setting this up in the docs (I believe you need to update your database tables as well). The mailinglist archives may help you if you search for FreeText. Nils Breunese.
Nils Breunese (Lemonbit) wrote:
They are implemented in OTRS AFAIK (we don't use them). They are called FreeText fields. You can find these settings in the reference, but I don't know if there's a good explanation of setting this up in the docs (I believe you need to update your database tables as well). The mailinglist archives may help you if you search for FreeText.
Hm, I see this is implemented as three static variables [1]. Maybe not the design decision I'd go for, but ok :) Looking at the table 'ticket' in the database I see the following fields: | freekey1 | varchar(80) | | freetext1 | varchar(150) | ... | freekey8 | varchar(80) | | freetext8 | varchar(80) | So this basically supports 8 custom fields? But I guess it's better than nothing. I'll check the mailing list archives if I can find any more information about this. Thanks :) Marius [1] http://doc.otrs.org/2.2/en/html/x12390.html#Ticket:Core::ArticleFreeText
Marius Flage wrote:
Nils Breunese (Lemonbit) wrote:
They are implemented in OTRS AFAIK (we don't use them). They are called FreeText fields. You can find these settings in the reference, but I don't know if there's a good explanation of setting this up in the docs (I believe you need to update your database tables as well). The mailinglist archives may help you if you search for FreeText.
Hm, I see this is implemented as three static variables [1]. Maybe not the design decision I'd go for, but ok :) Looking at the table 'ticket' in the database I see the following fields:
| freekey1 | varchar(80) | | freetext1 | varchar(150) | ... | freekey8 | varchar(80) | | freetext8 | varchar(80) |
So this basically supports 8 custom fields? But I guess it's better than nothing.
I believe you can use more (up to 16 at least?), but maybe then you'll have to add them to the database yourself (and maybe modify some file(s)?).
I'll check the mailing list archives if I can find any more information about this. Thanks :)
Good luck. Maybe someone who actually uses FreeText fields can tell you more about them. Nils Breunese.
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Marius Flage -
Nils Breunese (Lemonbit)