The ticket parser disassembles the subject by the ticket hook. If a subject
comes in with a different format than expected, that's a different ticket
number, which if it doesn't exist, it will be created with (potentially) a
new ticket number and the currently defined ticket hook. You might take a
look at Kernel/System/Ticket/Number/ticketnumberscheme.pm in
sub GetTNByString
and add a check for each additional TicketHook you need.
For instance, if you're using DateChecksum.pm add an additional check like:
if ( $String =~
/\QAnotherHook$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) {
return $1;
}
if ( $String =~
/\QHookNumber3$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) {
return $1;
}
On Sat, Sep 3, 2011 at 7:15 AM, Raul Orav <[email protected]> wrote:
> Hello,
>
> I was looking for a way to ise different ticket hook names for different
> queues with no luck. Now i'm facing a problem now to name it maintenance
> tickets and how to name orders - any ideas?
>
> When it isnt possible to use different ticket hooks i should use one Common
> name for all tickets. At the moment i'm naming tickets as incidents, but a
> solution is nameing them just "service". At the moment we habe registered
> about 3000 tickets and the question is: when i rebane ticket hook does the
> system recognise email as a ticket article or it generates new tiket? Is the
> identifier hook name, number or both? Any ideas how to rename hook without
> breaking "the link"?
>
> Thank you.
>
> With best regards,
> Raul Orav
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