Hi everyone
Some of our partners are also using OTRS helpdesk so when our tickets enter their OTRS and vice versa, all of us have problems.
Please advise how to custiomize default email ticket label from [Ticket#...] into [OurTicket#...]
After change is done on existing OTRS system, what happens to existing tickets with "old" [Ticket#...] labels?
Thanks, regards
Ivica
[Solved] Change default [Ticket#...] into [OurTicket#...]
Moderator: crythias
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iglavocic
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- Posts: 3
- Joined: 13 Mar 2014, 16:12
- Znuny Version: 3.3.5
- Real Name: Ivica Glavocic
- Company: Laser Line d.o.o.
[Solved] Change default [Ticket#...] into [OurTicket#...]
Last edited by iglavocic on 12 May 2014, 18:52, edited 1 time in total.
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crythias
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Re: Change default [Ticket#...] into [OurTicket#...]
The short answer is: SysConfig: Edit Config Settings in Ticket -> Core::Ticket, TicketHook
There are a couple of issues.
1) SystemID - same SystemID between OTRS deployments (default "10") means conflict of ticket numbers
2) TicketHook
Changes to the format of the ticket number may mean that email replies to existing tickets may create new tickets.
There are a couple of issues.
1) SystemID - same SystemID between OTRS deployments (default "10") means conflict of ticket numbers
2) TicketHook
Changes to the format of the ticket number may mean that email replies to existing tickets may create new tickets.
Last edited by crythias on 15 May 2014, 17:00, edited 1 time in total.
Reason: clarification
Reason: clarification
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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iglavocic
- Znuny newbie
- Posts: 3
- Joined: 13 Mar 2014, 16:12
- Znuny Version: 3.3.5
- Real Name: Ivica Glavocic
- Company: Laser Line d.o.o.
Re: Change default [Ticket#...] into [OurTicket#...
This is exactly what we needed.
Thanks for fast and accurate response.
Thanks for fast and accurate response.