OTRS CVS - Manual
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# Ticket number format

You can choose between four different OTRS formats. AutoIncrement is default.

Example 13-8. 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 functions (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.

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