Multiple Ticket Number Generators?

[marakuzmak]

Hello,
My team uses two different OTRS email addresses for two different purposes. Each address generates a ticket I would like to use two different Ticket Number Generators, one for each queue. Does anyone know if this is possible?

[crythias]

No.

Are you running two copies of OTRS (why?) ... You could have asigned a different email address to a different queue.
If you are using two different copies of OTRS, you could choose different SystemIDs and different TNGs.

Since every ticket number is unique in a single instance of OTRS, why would you need two different ticket schemes?

[Wolfgangf]

This is not possible out of the box: one OTRS instance has one Ticket-Numbering Method
If you want to change this behaviour, you would have to change code somewhere in the area of

Code: Select all

opt/otrs/Kernel/System/Ticket/Number/

and take care for the correct number on follow-ups, ...

[marakuzmak]

I am only running one instance of OTRS with two queues. The queue that the work gets assigned to is driven by email address that generates the ticket. The intention is to have the ability to identify tickets that reside in one of the queues without viewing the ticket. The two queues we have hold very different types of work and one is incredibly time sensitive. As it is now, our tickets are formatted as default (DateChecksum). What would be preferable is below.

Tickets created as a result of an email sent to standard_work@mail.com, which go to queue 'standard' should have their ticket number generated using the default DateChecksum module.

Tickets created as a result of an email sent to priority_work@mail.com, which go to queue 'priority' should have their ticket number generated using a module not yet created. Module will format ticket number similarly to that of DateChecksum (EX: 2010122210000158) with exception to the year. A static four letter prefix would replace the year at the beginning. EX: SUPP122210000158.

I apologize if I am being unclear in any way, I am on OTRS newb.

Thanks!
Mara

[crythias]

If your sender email address of the queue is different, will that help at all?

[marakuzmak]

crythias: Are you talking about the email address of the person sending the email to the email addresses that create the tickets? ('standard_work@mail.com' and 'priority_work@mail.com')?

If your sender email address of the queue is different, will that help at all?

[crythias]

No, I'm talking about the email address you can assign to the queue as the send-from.

[crythias]

Maybe I'm not understanding...Where do you want to have the differentiation visible? In the email that an agent receives for the queue or in the dashboard?

[marakuzmak]

We do have two different 'send from' email addresses. They drive what queue the ticket is placed in. I would like to make it so it also drives how the ticket number is generated.

No, I'm talking about the email address you can assign to the queue as the send-from.

Preferable, the differentiation would be visible everywhere.

Maybe I'm not understanding...Where do you want to have the differentiation visible? In the email that an agent receives for the queue or in the dashboard?

[crythias]

You can't have two ticket number schemes without development.

Except for the dashboard (there are options available to show the queue in the dashboard from the howtos) every other place tells you what the queue is except for emails, and the emails [can] send from the queue's email address.

[jojo]

The easiest way would be to print the Queuename in the Subject Line of the notification (so no different numbering schemes would be needed). Please have a look on: http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=186

[ferrosti]

As far as I get it this is all about priorities?
I´d rather go for a filter and set the priority to high or set an SLA in case 'To:' matches this address.