Solved: Ticket ID vs Ticket Number

[RBehr]

Newbie question, possibly, but please could you explain the difference between the Ticket ID (used in querystrings and apparently set to auto-increment) and the Ticket Number (apparently a date-based GUID).

What happens to these numbers when tickets are merged?

Many thanks.

[crythias]

A ticketID is the autoincrement index number for database purposes.
A Ticket Number is the label that includes a unique identifier for ticket and systemID.

What happens to the numbers when the tickets are merged? eh... what answer to the question will provide the information you need for your next question?

[RBehr]

Clever...

A customer has an e-mail with a link to the ticket, using the TicketID in the querystring. Will the link still work?

[RBehr]

And, incidentally, why have two? Our customers dislike the lengthier one and would prefer to use the TicketID, but is there any danger in this?

[crythias]

Two because a label is more descriptive than a digit. It's also more likely to be unique, especially if it has a common format/length. That's especially important when considering using the same ticket number between two different OTRS implementations (why system ID is important).

I don't know that a link to a ticketId that no longer exists (because of merge) will work. At best, it should, and point to the destination-merge.
(Here again ticket number vs ticket id is important: I might be able to delete the link to the index, but the label stays with what happened to the ticket while separate.)

[RBehr]

Thank you. That is very clear. I will point our users at the Ticket Number for identification purposes rather than the Ticket ID.