Richard Hinkamp wrote:
A customer of us does support for multiple customers of his. Every
customer has his own queue with all the settings and e-mail
addresses etc. He wants the ticket number or hook to contain a part
of the queue name. So when someone calls and says I have ticket nr
XYZ-0123456, he knows it's a XYZ customer. Is this possible? Maybe
I could write a new ticket number generator, but I don't know if
the queue is known at the moment of ticket number generation. And
what to do when the ticket changes queue?
My feeling is that it's not a smart thing to try, since a ticket is
not locked to a certain queue and changing ticket numbers when
changing queues seems really awkward to me.
Any thoughts on this?
I think this would indeed involve some serious hacking on OTRS. I
guess he just needs to seach for ticket 0123456 (or the name of the
customer or whatever) and then see what type of customer is on the
other end.
Nils.
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