Thank you for your detailed response Jeff.
Thinking out of the box, a Random Number is not necessary if we can mask
it from email responses. In my specific case, I do not want non-staff
to access RT. Only support agents.
Is some sort of ID number absolutely necessary in the subject field and
can this be removed? I guess a more technical question is how RT tracks
the email thread? Is it through the headers, or a basic primitive
Subject field comparison ?
Then again... I'm thinking... a ticket number is so much easier if its
relayed to support agents by caller if they decide to simply call for
Thoughts, ideas and suggestions welcome.
Jeffrey Pilant wrote on 10/25/2016 2:43 PM:
The use case for random IDs is quite simple. Ascending / serial number
of IDs compromises confidentiality. End users would be able to guess
how busy I could be with the amount of tickets answered. Its something
I don't want to disclose. Almost ALL ticketing systems I have seen,
have a random arbitrary numeric or alpha-numeric ID. Any other
suggestions on how to approach not displaying an obvious number to end
I don't think I have ever seen a random number for ticket ID.
I have seen many systems that show reports of number of tickets processed per
unit of time and he average answer time.
I guess I have never encountered your need before.
Seeing a series of ticket IDs may tell them how fast tickets come in, but it
will not tell them how fast they are answered.
What might be easier is to create a custom field that holds a random number
(maybe a GUID?). This number could then be placed in the email subject line in
place of the ticket ID. Likiewise, the email reader could read the number from
the subject and look up the ID. This would touch a lot fewer places in the
code, and if the recipient only ever sees the email, they don't know the real
number. Meanwhile, users of the web interface see both real number and random
If you allow them to see the web interface, the above will not work.
A simple possible solution is to add a random amount to the ticket sequence in
the code that generates ticket numbers. You will need a much larger max ticket
ID since there is so much wasted space, but the random nature will obscure the
number of real tickets between two given ticket IDs.
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