Ticket Number Generator Modules¶
Ticket number generators are used to create distinct identifiers aka ticket number for new tickets. Any method of creating a string of numbers is possible, you should use common sense about the length of the resulting string (guideline: 5-10).
When creating a ticket number, make sure the result is prefixed by the system configuration variable
SystemID in order to enable the detection of ticket numbers on inbound email responses. A ticket number generator module needs the two functions
TicketCreateNumber() is called without parameters and returns the new ticket number.
GetTNByString() is called with the param
String which contains the string to be parsed for a ticket number and returns the ticket number if found.
Ticket Number Generator Code Example¶
See files in
Kernel/System/Ticket/Number folder of the source code.
Ticket Number Generator Configuration Example¶
See settings in
Kernel/Config/Files/XML/Ticket.xml started with the name
Ticket Number Generator Use Case Example¶
- Ticket numbers should follow a specific scheme
- You will need to create a new ticket number generator if the default modules don’t provide the ticket number scheme you’d like to use.
You should stick to the code of
GetTNByString() as used in existing ticket number generators to prevent problems with ticket number parsing. Also the routine to detect a loop in
TicketCreateNumber() should be kept intact to prevent duplicate ticket numbers.