No, they will not be merged back. The ticket number generator has some
code it uses to recognize if it's a follow-up. This includes the
prefix.
A very quick hack to the GetTNByString sub in the file
otrs/Kernel/System/Ticket/Number/DateChecksum.pm is below - which
should ignore the 'ticket hook'. Please note I haven't tested it and
it's on your own risk.
sub GetTNByString {
my ( $Self, $String ) = @_;
if ( !$String ) {
return;
}
# get needed config options
my $CheckSystemID =
$Self->{ConfigObject}->Get('Ticket::NumberGenerator::CheckSystemID');
my $SystemID = '';
if ($CheckSystemID) {
$SystemID = $Self->{ConfigObject}->Get('SystemID');
}
# check current setting
if ( $String =~ /\Q\E(\d{4,10}$SystemID\d{4,40})/i ) {
return $1;
}
# check default setting
if ( $String =~ /\Q\E:\s{0,2}(\d{4,10}$SystemID\d{4,40})/i ) {
return $1;
}
return;
}
--
Mike
On Fri, Nov 12, 2010 at 9:26 AM, Hugh Kelley <[email protected]> wrote:
>
> We've been using OTRS 3 as our live ticketing system for a few weeks now and
> I've started to notice that the ticket hook we use isn't descriptive enough.
> It gets confusing when we forward a ticket out to a vendor and then a second
> ticket number is added.
>
> Does anyone know offhand if it will break "replyability" to existing tickets
> if we change that in sysconfig? For example, today we use:
>
> RE: [Ticket:2010110110000378] Unable to access ECD and ECQ
>
> I would like to change that sysconfig option to
>
> XYZ-Ticket
>
> If I do so, will email replies (with the old hook) still be merged back into
> the old ticket?
>
> Hugh
>
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