Hi,
Do it now while you can. I implemented it about a month after the system
was running and it did mess things up a bit. Not too bad though, a lot
of ticket merging had to happen.
Under the Admin section, go to SysConfig.
Then, from the pull down menu under Group Selection, select Ticket and
then click Show.
Click on Core::Ticket.
Scroll down to Ticket::NumberGenerator and select AutoIncrement.
This will make the tickets only 7 characters. There is an explanation
there as well.
Hope that helps.
Jeff Shepherd
Technical Specialist
[EMAIL PROTECTED]
TEL: 480-505-0488 x223
FAX: 480-505-0492
"Success usually comes to those who are too busy to be looking for it"
- Henry David Thoreau (1817-1862)
Salvador Manzo wrote:
Jeff,
How would you go about shortening it? I'm currently vacillating between
using the full ticket number (I'm using timestamped tickets) or the ticket
ID. I've already got some tickets in the system, and am not sure if I can
flip that particular setting to incremental without doing harm to the
database.
On 3/8/07 08:27, "Jeff Shepherd" <[EMAIL PROTECTED]> wrote:
Hi Tabitha,
You can always shorted the ticket number so that you don't have one that
takes up the whole subject line. That's what I did. It also makes it
easier to get from customers over the phone and agent-to-agent
communication as well.
-Jeff
EDV Tekomedia wrote:
Hello Tabitha,
I don't think that it is intended to be changed, because the Ticket
Number is the identifier of the ticket.
As far as I can see, it is not integrated in the headers of the
answering mail, so if you don't answer with the Ticket Number, danger is
very great that every answer of the customer is treated as a new ticket
instead of being attached to the existing one.
I wouldn't do so.
Greetings
EDV Tekomedia
Markus Nagel
Tekomedia GmbH
Castroper Str.12
D-44791 Bochum
T: +49 (0)234 8939-0
F: +49 (0)234 8939-28
-------------------------------------------------------
Tekomedia GmbH
Castroper Str. 12, 44791 Bochum
Reg.-gericht Bochum HRB 6537
St.- Nr.: 306 5867 0873
Geschäftsführung: Hans-Günter Oberlindober
Tabitha Stang schrieb:
Hi,
I¹ve been looking through the sysconfig, but haven¹t been able to figure
this out.
When I compose an answer, the subject line automatically gets a ticket
number, like this:
Re: [Ticket#2007022010000089] Software
I would like it to have no ticket number, like this:
Re: Software
How do I change this?
Thank you!
Tabitha
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Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e.
[EMAIL PROTECTED] ]
Auxiliary Services IT, Datacenter
University of Southern California
818-612-5112
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