Ticket Number

vishnupv · Post by **vishnupv** » 22 Aug 2011, 15:37

Dear All,

Is there any way were i could hide the ticket number to my customer? i would like to capture all the related mails in sequence, it is possible if it has ticket number in subject, but i would like to do the same without ticket number in the subject. can i hide it? or any other way?. Please help.

-Vishnu

Post by **crythias** » 22 Aug 2011, 22:18

The ticket number in the subject is critical to how OTRS works. It can, however, be moved to the end of the subject line.

Ticket::SubjectFormat

Default value: Left
The format of the subject. 'Left' means '[TicketHook#:12345] Some Subject', 'Right' means 'Some Subject [TicketHook#:12345]', 'None' means 'Some Subject' and no ticket number. In the last case you should enable PostmasterFollowupSearchInRaw or PostmasterFollowUpSearchInReferences to recognize followups based on email headers and/or body.

(Note: 'None' can cause issues with followups.)

vishnupv · Post by **vishnupv** » 23 Aug 2011, 07:14

Thanks a lot, Crythias.

grgelisha · Post by **grgelisha** » 08 Sep 2011, 14:44

Could any one help me in getting the ticket number shifted from Subject to Body.. In all Scenarios..

Post by **crythias** » 08 Sep 2011, 15:06

I believe you should be able to put <OTRS_TICKET_TicketNumber> where you want. http://forums.otrs.org/viewtopic.php?f=60&t=10762

grgelisha · Post by **grgelisha** » 09 Sep 2011, 13:48

Hi Crythias,

Thanks for your reply..

My Issue is not with notification.. For every ticket I want to see ticket in Body by "default" not in Subject line..
I appreciate if you could guide me in this regard..

Post by **crythias** » 09 Sep 2011, 14:10

Please tell me what you are missing in this thread to answer your question.

grgelisha · Post by **grgelisha** » 16 Sep 2011, 09:15

When I compose a phone ticket or Email ticket,
"Your ticket number is <OTRS_TICKET_TicketNumber>" is getting displayed as it is.. But I noticed Auto response is being shot as desired ( Your Ticket number is XXXXXXXXX) Any Inputs..

grgelisha · Post by **grgelisha** » 20 Oct 2011, 15:29

crythias wrote:Please tell me what you are missing in this thread to answer your question.

I think you missed to mention "Ticket::SubjectFormat" option is only available in new version (I am using 2.4.9)

Also while creating a new ticket , even if you keep <OTRS_Ticket_Number> it is not taking.. and I put it in Queue responses

Post by **crythias** » 20 Oct 2011, 15:45

grgelisha wrote:Also while creating a new ticket , even if you keep <OTRS_Ticket_Number> it is not taking.. and I put it in Queue responses

wrong code.

grgelisha wrote:"Your ticket number is <OTRS_TICKET_TicketNumber>" is getting displayed as it is.. But I noticed Auto response is being shot as desired ( Your Ticket number is XXXXXXXXX) Any Inputs..

correct code.

grgelisha · Post by **grgelisha** » 21 Oct 2011, 09:04

Thanks for your reply crythias,
I may be silly but my external agent cant able to see the ticket number but <OTRS_TICKET_TicketNumber> when I send them Email Ticket. And after followup when i respond to that particular ticket then ticket number is getting displayed as desired.

Post by **crythias** » 21 Oct 2011, 14:37

Put it in the Salutation, perhaps.

Znuny Open Source Ticketsystem

Ticket Number

Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number

Re: Ticket Number