Note: I wrote all this before looking at the code. The code seems like it should handle this properly, but in the mean time, this is what I wrote, in case it makes sense or something. No guarantees. It doesn't seem to have been necessary.
===Begin=== Is your ticket length "5"? You may want to increase that in sysconfig. Ticket::NumberGenerator::MinCounterSize: If "AutoIncrement" was selected as TicketNumberGenerator you can set the minimal ticket counter size. Default is 5, this means the counter starts from 10000. It also means that 5 digits is all that's significant in your particular numbering scheme. the "1" is a "carry" and ignored, which is why you're generating duplicates. Changing n=5 to 6, 7, 8, 10, won't help, on its own, though, because you have established tickets with numbers and the system may be treating the first 2 numbers (20?) as site ID. Whatever number you choose will be the limit of tickets (10^(n+1)) until this happens again. I believe you'll also need to adjust all your existing tickets to 20*000*##### (number of zeros to insert is n-5, except for the tickets that already have 20*1*#####, -> 20*00*1#####, or n-6). Something like UPDATE ticket SET tn=tn - 2000000 + 20*0000000 *WHERE tn < 2100000; UPDATE ticket SET tn=tn - 20000000 + 20*0000000* WHERE tn < 21000000; This removes the leading "20" from the entry, and adds the appropriate number of zeros after it. The number of *bold *zeros (or zeros following the second "20") should be "n". Your results may vary. Backup your database before doing such things as mass updates. See if what I said makes sense before doing it, and ask a question. :) I could be wrong, but based upon what you've said, this might be what happened. ===END=== As I mentioned above, the code seems to handle this, because it's thinks of "minimum" up to minimum+5 digits. I haven't spent a lot of time looking at Kernel/System/Ticket/Number/AutoIncrement.pm but I was hoping someone else might have spoken before I posted this. Please backup and test before making this live. I hope it helps. Please ask a question if you don't understand. -- Gerald Young On Fri, Nov 26, 2010 at 4:37 AM, Sune T. Tougaard <s...@lyngsoesystems.com>wrote: > Hi List, > > > > Last night, our system (2.4.7) running “AutoIncrement” on the ticket > number sequence generation, crossed over from 20299999 to 20300000 (or so it > seems). > > But apparently something went wrong, and now it has gone back to 2000001 > after having had a few issues with determining which number to use. The log > looks like this: > > > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (2000001) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (2000001) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (2000001) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (2000001) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (20*1*00013) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (20*1*00015) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (20*1*00013) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (20*1*00013) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (2000003) exists! Creating a new one. > > [Thu Nov 25 23:54:06 > 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreateNumber] > Tn (20*3*00017) exists! Creating a new one. > > > > Please note the ticketnumbers, some are 5 and some are 6, some have a 1, > some have a 3. > > Now it seems to have settled for only 5 beginning from 1, going upwards. > > TicketCounter.log seems to agree with this. > > > > Any ideas what might have gone wrong and how I get out of it again? > > > > I could just let it run, spamming the log with the above messages, until it > finds free numbers again, but I’m not sure what the consequenses will be. > > > > Increase the number in ticketcounter.log, perhaps? > > Switch to “Date” or something?! > > > > Any input will be much appreciated. > > > > Thanks > > > > -- > > /Sune T. > > --------------------------------------------------------------------- > 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 >
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