Thank you, this makes things easier. Another question is about ticket number generation. Our tickets are marked as for example Year.Month.Day.SystemID.counter.5numbers. What i need is to bind our e-commerce shop with OTRS. My vision is that e-shops order confirmation e-mail is sent to OTRS with correct x-otrs header information(client contacts, etc). But same email is sent to client without ticket hook or x-OTRS headers. Now If client answers to his e-Mail then OTRS doesnt regocnise it. An idea was to set OTRS random counter to generate not 00001-99999 but 50000-99999 and to teach shop to but correct tickethook number(00001-49999) and name - but obviousely its not enought for OTRS to understand that this number is already taken in case of conflicts i mean. What do you think? What is good solution? Something simple. With best regards, Raul On 03.09.2011, at 15:43, Gerald Young wrote:

The ticket parser disassembles the subject by the ticket hook. If a subject comes in with a different format than expected, that's a different ticket number, which if it doesn't exist, it will be created with (potentially) a new ticket number and the currently defined ticket hook. You might take a look at Kernel/System/Ticket/Number/ticketnumberscheme.pm in sub GetTNByString and add a check for each additional TicketHook you need.

For instance, if you're using DateChecksum.pm add an additional check like:

if ( $String =~ /\QAnotherHook$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) { return $1; } if ( $String =~ /\QHookNumber3$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) { return $1; }

On Sat, Sep 3, 2011 at 7:15 AM, Raul Orav wrote: Hello,

I was looking for a way to ise different ticket hook names for different queues with no luck. Now i'm facing a problem now to name it maintenance tickets and how to name orders - any ideas?

When it isnt possible to use different ticket hooks i should use one Common name for all tickets. At the moment i'm naming tickets as incidents, but a solution is nameing them just "service". At the moment we habe registered about 3000 tickets and the question is: when i rebane ticket hook does the system recognise email as a ticket article or it generates new tiket? Is the identifier hook name, number or both? Any ideas how to rename hook without breaking "the link"?

Thank you.

With best regards, Raul Orav --------------------------------------------------------------------- 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

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