Changing NumberGenerator on running system
Moderator: crythias
Changing NumberGenerator on running system
Hi,
I'm trying to change the ticket number format on an active system, from the default DateChecksum to AutoIncrement, and the change work for new tickets.
But when an customer replies on an existing open ticket that has the old number format, OTRS generates a new ticket instead of adding the reply to the open ticket.
I've changed:
Ticket::NumberGenerator to AutoInkrement
and
Ticket::NumberGenerator::CheckSystemID to No
Is there any more to change ?
I'm trying to change the ticket number format on an active system, from the default DateChecksum to AutoIncrement, and the change work for new tickets.
But when an customer replies on an existing open ticket that has the old number format, OTRS generates a new ticket instead of adding the reply to the open ticket.
I've changed:
Ticket::NumberGenerator to AutoInkrement
and
Ticket::NumberGenerator::CheckSystemID to No
Is there any more to change ?
--
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
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Re: Changing NumberGenerator on running system
When you change how numbers are generated, you change how numbers are verified.
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Re: Changing NumberGenerator on running system
I did and modified the code of the new method to cover also the old method
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
Re: Changing NumberGenerator on running system
Hi, thats interesting, do you mind sharing that code ? or perhaps giving some hints how you did it ?Wolfgangf wrote:I did and modified the code of the new method to cover also the old method
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ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
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- Znuny ninja
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- Real Name: Wolfgang Fürtbauer
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Re: Changing NumberGenerator on running system
Hi,
no problem
I used the "Default" NumberGenerator Date first and the decided to change to Autoincrement
So I modified the /opt/otrs/Kernel/System/Ticket/Number/Autoincrement.pm accordingly:
please find here the full module
no problem
I used the "Default" NumberGenerator Date first and the decided to change to Autoincrement
So I modified the /opt/otrs/Kernel/System/Ticket/Number/Autoincrement.pm accordingly:
Code: Select all
sub GetTNByString {
my ( $Self, $String ) = @_;
if ( !$String ) {
return;
}
...
# -------------------------------
# check previous setting: Date
# -------------------------------
# $Self->{LogObject}->Log(
# Priority => 'information',
# Message => "Subject string: $String",
# );
if ( $String =~ /\Q$TicketHook$TicketHookDivider\E(\d{4,10}$SystemID\d{1,40})/i ) {
return $1;
}
# check default setting
if ( $String =~ /\Q$TicketHook\E:\s{0,2}(\d{4,10}$SystemID\d{1,40})/i ) {
return $1;
}
# ----------------------------------------
# check ticket number: Autoincrement
#-----------------------------------------
if ( $String =~ /\Q$TicketHook$TicketHookDivider\E($SystemID\d{$MinSize,$MaxSize})/i ) {
return $1;
}
if ( $String =~ /\Q$TicketHook\E:\s{0,2}($SystemID\d{$MinSize,$MaxSize})/i ) {
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Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
Re: Changing NumberGenerator on running system
Hi Wolfgang,
Really great! This worked like a charm! Cool, and thanks very much!
Really great! This worked like a charm! Cool, and thanks very much!
Wolfgangf wrote:Hi,
no problem
I used the "Default" NumberGenerator Date first and the decided to change to Autoincrement
--
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
ORTS 3.0.6, Linux, MySQL, ActiveDirectory integration for Customer.
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- Znuny ninja
- Posts: 1029
- Joined: 13 Apr 2009, 12:26
- Znuny Version: 6.0.13
- Real Name: Wolfgang Fürtbauer
- Company: PBS Logitek GmbH
- Location: Pinsdorf
Re: Changing NumberGenerator on running system
my pleasure! Glad I could help
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
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Re: Changing NumberGenerator on running system
Thanks for this - saved us a lot of trouble for sure!