Two different patterns for ticketnumbers?

[MartinSt]

Hi,

we have two different patterns for ticketnumbers.
First one (T#<year><number>) is used as a default inside OTRS.
Second one (T#GAD<number>) is used for special purposes. These tickets are generated directly via script into OTRS-Database.

In first case, if a customer replies via mail with subject like [T#201210181000434] everything ist fine.
But if a customer replies via mail with subject like [T#GAD5433] the existing ticket isn't found but a new ticket ist created automatically.

How can I change this behaviour, so that both patterns will be detected for incoming mails?

Thx Martin

[jojo]

you have to change the ticket number generator and the follow up recognition.

Please note that you never should write directly to the OTRS database!

[MartinSt]

Thx jojo

is there an option in sysconfig, so that otrs will only check whether the ticketnumber exists and don't care whether the format is correct?

[jojo]

no