RE: [otrs] Ticket numbering does not switch
It's been a while but this does not work like I would expect it to.
My Config.pm looks like this (section about ticket numbering):
# Kernel::System::Ticket::Number::Random -->
# random ticket numbers "SystemID.Random" like 100057866352 and 103745394596.
# $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date';
# $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum';
# $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Random';
# $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement';
$Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement';
# further config option for Kernel::System::Ticket::Number::AutoIncrement
# (min ticket counter size)
$Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 70000;
After apachectl stop and apachectl start this does not want to fly because the tickets are still nummer DateChecksum.
What am I doing wrong (OTRS 1.2.4) ?
Other settings from that Config.pm are read (like authentication via httpbasicauth) so it should work.
-----Oorspronkelijk bericht-----
Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Robert Kehl
Verzonden: vrijdag 28 mei 2004 4:22
Aan: User questions and discussions about OTRS.
Onderwerp: Re: [otrs] Ticket numbering does not switch
On Wednesday, May 19, 2004 10:42 AM
Lohmeijer, Martijn
Is it correct that ticket numbering does not switch when there are already tickets in the system ?
I wanted to test a switch from DateChecksum to Autoincrement (mincountersize=10000). After stopping and starting Apache the numbering of tickets did not change however.
It's the existing tickets that aren't changed. Numbering applies to newly created tickets only. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Good Afternoon I am trying to get the generic agent to check the SafeShop Customer Care que for any emails with Undeliverable in the subject to firstly be moved to the Safeshop - Undeliverable que and then closed. Here is what I've got so far: # -- # [Move] -> move all tickets from SafeShop to SafeShop Undeliverable # -- 'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' => { # get all tickets with these properties Queue => 'SafeShop Customer Care', Subject => '% Undeliverable %', Locks => ['unlock'], # new ticket properties New => { Queue => ' Safeshop - Undeliverable ', State => 'closed successful', Owner => 'root@localhost', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from "SafeShop Customer Care" to "Safeshop - Undeliverable" - cleanup done.', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, Any ideas?Rick
Does escalation time effect only new tickets or also a customer ticket reply? In other words, if a customer replies to one of our outgoing emails, if we forget it is there, will escalation occur? Charles
I added a custom status a few months back and on the direction of another user set that status in the (I think) Config.pm. I am still getting: No stateafterpending found for 'awaiting customer' I get about 8 or so a day and I'm not sure things are working like they should. Any clues? Charles
On Wednesday, August 18, 2004 3:29 PM
Charles R. Thompson
I added a custom status a few months back and on the direction of another user set that status in the (I think) Config.pm. I am still getting:
No stateafterpending found for 'awaiting customer'
I get about 8 or so a day and I'm not sure things are working like they should. Any clues?
The state 'awaiting customer' is a 'pending auto' state. You therefore need to configure a following action when pending time for this state is reached. Do so with this option: $Self->{StateAfterPending} = { 'pending auto close' => 'closed', 'pending auto close+' => 'closed successful', 'pending auto close-' => 'closed unsuccessful', 'awaiting customer' => 'open', }; But I guess you only wanted to create a 'pending reminder' state. Best where therefore to change the type of the state from 'pending auto' to 'pending reminder'. The difference to being a 'pending auto' state is, the 'reminder' does not set a new state, but sends out a mail when at pending time. hth, Robert Kehl
participants (4)
-
Charles R. Thompson -
Lohmeijer, Martijn -
Robert Kehl -
Rudi Kramer