Re: [otrs] removing ticket value from subject line
Naw, you should be fine. In fact, you'll notice that the old tickets will keep the old number in the subject line and the new number will be added to the front. This will allow you to merge the old ticket with the new one easier. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Wonderful, thank you. We've only entered about two dozen tickets so far, so it shouldn't be too bad. -Original Message- From: "Jeff Shepherd" <[EMAIL PROTECTED]> To: "User questions and discussions about OTRS.org" Sent: 3/8/2007 10:30 AM Subject: Re: [otrs] removing ticket value from subject line Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, "Jeff Shepherd" <[EMAIL PROTECTED]> wrote: Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I¹ve been looking through the sysconfig, but haven¹t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ --- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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 Support orr consulting for your OTRS system? =http://www.otrs.com/ __
RE: [otrs] removing ticket value from subject line
Wonderful, thank you. We've only entered about two dozen tickets so far, so it shouldn't be too bad. -Original Message- From: "Jeff Shepherd" <[EMAIL PROTECTED]> To: "User questions and discussions about OTRS.org" Sent: 3/8/2007 10:30 AM Subject: Re: [otrs] removing ticket value from subject line Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote: > Jeff, > How would you go about shortening it? I'm currently vacillating between > using the full ticket number (I'm using timestamped tickets) or the ticket > ID. I've already got some tickets in the system, and am not sure if I can > flip that particular setting to incremental without doing harm to the > database. > > > On 3/8/07 08:27, "Jeff Shepherd" <[EMAIL PROTECTED]> wrote: > > >> Hi Tabitha, >> You can always shorted the ticket number so that you don't have one that >> takes up the whole subject line. That's what I did. It also makes it >> easier to get from customers over the phone and agent-to-agent >> communication as well. >> >> -Jeff >> >> EDV Tekomedia wrote: >> >>> Hello Tabitha, >>> I don't think that it is intended to be changed, because the Ticket >>> Number is the identifier of the ticket. >>> As far as I can see, it is not integrated in the headers of the >>> answering mail, so if you don't answer with the Ticket Number, danger is >>> very great that every answer of the customer is treated as a new ticket >>> instead of being attached to the existing one. >>> I wouldn't do so. >>> Greetings >>> >>> EDV Tekomedia >>> Markus Nagel >>> >>> Tekomedia GmbH >>> Castroper Str.12 >>> D-44791 Bochum >>> >>> T: +49 (0)234 8939-0 >>> F: +49 (0)234 8939-28 >>> >>> --- >>> Tekomedia GmbH >>> Castroper Str. 12, 44791 Bochum >>> Reg.-gericht Bochum HRB 6537 >>> St.- Nr.: 306 5867 0873 >>> Geschäftsführung: Hans-Günter Oberlindober >>> >>> Tabitha Stang schrieb: >>> >>> >>>> Hi, >>>> >>>> >>>> >>>> I¹ve been looking through the sysconfig, but haven¹t been able to figure >>>> this out. >>>> >>>> >>>> >>>> When I compose an answer, the subject line automatically gets a ticket >>>> number, like this: >>>> >>>> Re: [Ticket#200702201089] Software >>>> >>>> >>>> >>>> I would like it to have no ticket number, like this: >>>> >>>> Re: Software >>>> >>>> >>>> >>>> How do I change this? >>>> >>>> >>>> >>>> Thank you! >>>> >>>> Tabitha >>>> >>>> >>>> >>>> >>>> >>>> >>>> ___ >>>> 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 >>>> Support orr consulting for your OTRS system? >>>> => http://www.otrs.com/ >>>> >>>> >>> >>> Virus checked by G DATA AntiVirusKit >>> Version: AVK 17.3139 from 08.03.2007 >>> Virus news: www.antiviruslab.com >>> >>> >>> ___ >>> 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 >>> Su
Re: [otrs] removing ticket value from subject line
Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, "Jeff Shepherd" <[EMAIL PROTECTED]> wrote: Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I¹ve been looking through the sysconfig, but haven¹t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ --- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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 Support orr consulting for your OTRS system? =http://www.otrs.com/ ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] removing ticket value from subject line
Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, "Jeff Shepherd" <[EMAIL PROTECTED]> wrote: > Hi Tabitha, > You can always shorted the ticket number so that you don't have one that > takes up the whole subject line. That's what I did. It also makes it > easier to get from customers over the phone and agent-to-agent > communication as well. > > -Jeff > > EDV Tekomedia wrote: >> Hello Tabitha, >> I don't think that it is intended to be changed, because the Ticket >> Number is the identifier of the ticket. >> As far as I can see, it is not integrated in the headers of the >> answering mail, so if you don't answer with the Ticket Number, danger is >> very great that every answer of the customer is treated as a new ticket >> instead of being attached to the existing one. >> I wouldn't do so. >> Greetings >> >> EDV Tekomedia >> Markus Nagel >> >> Tekomedia GmbH >> Castroper Str.12 >> D-44791 Bochum >> >> T: +49 (0)234 8939-0 >> F: +49 (0)234 8939-28 >> >> --- >> Tekomedia GmbH >> Castroper Str. 12, 44791 Bochum >> Reg.-gericht Bochum HRB 6537 >> St.- Nr.: 306 5867 0873 >> Geschäftsführung: Hans-Günter Oberlindober >> >> Tabitha Stang schrieb: >> >>> Hi, >>> >>> >>> >>> I¹ve been looking through the sysconfig, but haven¹t been able to figure >>> this out. >>> >>> >>> >>> When I compose an answer, the subject line automatically gets a ticket >>> number, like this: >>> >>> Re: [Ticket#200702201089] Software >>> >>> >>> >>> I would like it to have no ticket number, like this: >>> >>> Re: Software >>> >>> >>> >>> How do I change this? >>> >>> >>> >>> Thank you! >>> >>> Tabitha >>> >>> >>> >>> >>> >>> >>> ___ >>> 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 >>> Support orr consulting for your OTRS system? >>> => http://www.otrs.com/ >>> >> >> Virus checked by G DATA AntiVirusKit >> Version: AVK 17.3139 from 08.03.2007 >> Virus news: www.antiviruslab.com >> >> >> ___ >> 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 >> Support orr consulting for your OTRS system? >> => http://www.otrs.com/ >> > ___ > 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 > Support orr consulting for your OTRS system? > => http://www.otrs.com/ --- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] removing ticket value from subject line
Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I’ve been looking through the sysconfig, but haven’t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] removing ticket value from subject line
Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: > Hi, > > > > I’ve been looking through the sysconfig, but haven’t been able to figure > this out. > > > > When I compose an answer, the subject line automatically gets a ticket > number, like this: > > Re: [Ticket#200702201089] Software > > > > I would like it to have no ticket number, like this: > > Re: Software > > > > How do I change this? > > > > Thank you! > > Tabitha > > > > > > > ___ > 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 > Support orr consulting for your OTRS system? > => http://www.otrs.com/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] removing ticket value from subject line
Hi, I've been looking through the sysconfig, but haven't been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
