Thank you, this makes things easier. Another question is about ticket number generation. Our tickets are marked as for example Year.Month.Day.SystemID.counter.5numbers. What i need is to bind our e-commerce shop with OTRS. My vision is that e-shops order confirmation e-mail is sent to OTRS with correct x-otrs header information(client contacts, etc). But same email is sent to client without ticket hook or x-OTRS headers. Now If client answers to his e-Mail then OTRS doesnt regocnise it.
An idea was to set OTRS random counter to generate not 00001-99999 but 50000-99999 and to teach shop to but correct tickethook number(00001-49999) and name - but obviousely its not enought for OTRS to understand that this number is already taken in case of conflicts i mean. What do you think? What is good solution? Something simple. With best regards, Raul On 03.09.2011, at 15:43, Gerald Young <[email protected]> wrote: > 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 > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
