change subject format (Ticket::SubjectFormat::Non)

[niru]

Hi all,
I am new to OTRS and wanted to know something about the ways OTRS merges ticket,
First up all,
1. How ticket are merged using the subject(Ticket number present in subject), i tried to look up in Postmaster.pm but was unable to trace that out
2. I want format the subject as per clients requirement, I tried all i can to change the subject formatting but was unable

For, Ticket::SubjectFormat::None

i want the ticket subject to look like this,
xx/ xxx /[otrsticket number]/xxxx
Note : in above example xxx stands for some text

I hope after i will be able to format the subject the ticket will be merged autopmatically,

Waiting forward for some help.

[crythias]

You're not looking for merge. You're looking for FollowUps to existing tickets.

Kernel/System/Ticket/Number/DateChecksum.pm is the code that handles creation of the Ticket Number Generation (If the default DateChecksum is used).

Kernel/System/PostMaster.pm sub CheckFollowUp handles the check for followUp, what you're calling "merge". Merge within OTRS is a different action that merges two different ticket numbers.

The concept is to use (for this example, Ticket/Number/DateChecksum.pm) the sub GetTNByString from the email's Subject and then look up ticket number to see if the ticket number is in the database. If it is, it's a followup. If other config options exist, it's looking for the Ticket Number in References (Check MessageID), Body, Attachment, or Raw (The whole ticket unfiltered).

The sub GetTNByString's concept is (paraphrased, and not complete):
Get SysConfig's SystemID, Ticket::Hook, Ticket::HookDivider
If the string (subject?) matches the format of TicketHookTicketHookDivider8DigitsSystemID4to40Digits return the 8DigitsSystemID4to40digits (ie, the Ticket Number). If not, there's no ticket Number

What happens after "it's a followup" is ... lots of stuff, but mostly don't create a new ticket unless the ticket is already closed and the queue is set for followup new ticket on closed.

To format the subject, it depends on the screen/module, and what you're expecting to put in the subject. Most of this is configurable through sysconfig.