You can choose between four different OTRS formats. AutoIncrement is default.
Example 6-6. Kernel/Config.pm - TicketNumberGenerator
[...] # TicketNumberGenerator # # Kernel::System::Ticket::Number::AutoIncrement (default) --> auto increment # ticket numbers "SystemID.Counter" like 1010138 and 1010139. # # Kernel::System::Ticket::Number::Date --> ticket numbers with date # "Year.Month.Day.SystemID.Counter" like 200206231010138 and 200206231010139. # # Kernel::System::Ticket::Number::DateChecksum --> ticket numbers with date and # check sum the counter will be rotated daily (my favorite) # "Year.Month.Day.SystemID.Counter.CheckSum" like 2002070110101520 and 2002070110101535. # # Kernel::System::Ticket::Number::Random --> # random ticket numbers "SystemID.Random" like 100057866352 and 103745394596. $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; [...] |
You can also create a new (your own) module. The module needs just two funktions (the whole abstraction). "CreateTicketNr()" to generate a new ticket number and "GetTNByString()" to get a ticket number by string.
A nice example is the Kernel::System::Ticket::Number::Random module.