Effect of ticket hook change on existing tickets

[aph]

Hello,

we are planning to change the ticket hook to better identify our tickets. In such case what happens to existing tickets?

For example our current ticket format is as follows: Ticket#2014082011000017

Now suppose we change our tickethook to myTicket#. What happens if a customer replies to an 'old' ticket with Ticket#2014082011000017 in the subject. Will the reply automatically be assigned to the existing ticket or will a new ticket be opened?

I have no way of testing it. Your help is appreciated

[crythias]

yes, you have a way of testing it.

Edit one of the .box files and change the subject. Then pipe it through PostMaster.

https://github.com/OTRS/otrs/blob/rel-3 ... irst-email

[aph]

Any way of testing it on windows? So far I get the error

Code: Select all

ERROR: OTRS-otrs.PostMaster.pl-35 Perl: 5.16.3 OS: MSWin32 Time: Tue Oct  7 14:1
8:37 2014

 Message: Got no email on STDIN!

 Traceback (4324):
   Module: (eval) (unknown version) Line: 96
   Module: C:\otrs\OTRS\bin\otrs.PostMaster.pl (unknown version) Line: 80

The ran the following command from the ..\otrs\OTRS\bin directory

Code: Select all

..\otrs\OTRS\doc\sample_mails\test-email-1.box | otrs.PostMaster.pl

[crythias]

in linux,
cat
in windows,
type

[aph]

Thanks

[sujeeva]

I am also testing on this. I have changed the ticket number generation to "Date" from "Datechecksum". Configured to reset ticket serial number daily at midnight. All working well except one issue.

Followup emails to old tickets are not identified as followups. So it creates new tickets instead of adding articles to existing ticket. Have you all come across this and resolve?