Customizing Incident numbers

RT Users
1

Is it possible to a) customize incident numbers (ddmmyy-xxx) and/or b) start
renumbering all incidents at xxx (eg. 456 instead of #1)

Thanks,

Scott Carpenter
DCERT Engineer

2

Is it possible to a) customize incident numbers (ddmmyy-xxx) and/or b)
start renumbering all incidents at xxx (eg. 456 instead of #1)

Don’t know about (a), but (b) is easy (on MySQL, at least):

ALTER TABLE Tickets AUTO_INCREMENT=456;

will make the auto_increment counter on the Tickets table start at 456
instead of 1.

For more info see

http://www.mysql.com/doc/en/example-AUTO_INCREMENT.html

mike

3

You will have to do something like:
20031124001 - I do not think that you can have a hypen in the number
YYYYMMDDxxx (xxx - incrementation for day)
you will have to add an entry via cron (cron.daily folder) to increment
the autoincrement field to the next day (eg ALTER TABLE Tickets
AUTO_INCREMENT=20031125000;)

PeterOn Mon, 2003-11-24 at 16:08, MAS wrote:

–On 24 November 2003 08:54 -0500 “Carpenter, Scott (OCTO)” Scott.Carpenter@dc.gov wrote:

Is it possible to a) customize incident numbers (ddmmyy-xxx) and/or b)
start renumbering all incidents at xxx (eg. 456 instead of #1)

Don’t know about (a), but (b) is easy (on MySQL, at least):

ALTER TABLE Tickets AUTO_INCREMENT=456;

will make the auto_increment counter on the Tickets table start at 456
instead of 1.

For more info see

http://www.mysql.com/doc/en/example-AUTO_INCREMENT.html

mike

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Peter Kolbe peter@venturenet.co.za

4

Hello,

I’ve a questions regarding BridgeTrak from Kemma Soft.

Unfortunately It seems that one of our IT departments will use BridgeTrak
as Help Desk Software [because of enhanced CRM] in the future (directors
decision ;-( , I suggest rt3)

We already use RT2 in one dep. (of course stable) / Now again another
System - freaky.

  1. Did somebody have experience with this Software, If yes, which one ?

  2. Could there a possibility that BridgeTrak and RT3 maybe interact between
    each other (handover tasks, custDB).
    HelpDesk - BT
    engineering/ISP - RT3

  3. Converting BT to RT3 in the future ?

Especial comments to 1) could be useful to change the mind. I already tried
nearly all arguments, but …

thank you very much

cheers
Christian

5

I’ve used bridgetrak before, using an accessdb and ms sql. Both apps can
be customized out the waaazooo, so who knows. Both systems can send out
and receive e-mail. It’s better to go with a single platform for the
enterprise than 2 sep apps, cause we ran into problems where other
departments needed to access the data in the ticketing system. What a
mess… reporting in bridgtrak is very good… If they wanna spend money
on bridgtrak, make sure they get premium support, cause your gonna need
it.-----Original Message-----
From: christian janssen [mailto:proftp_cj@kdd.de]
Posted At: Monday, November 24, 2003 11:08 AM
Posted To: RT
Conversation: [rt-users] BridgeTrak <-> rt3
Subject: [rt-users] BridgeTrak <-> rt3

Hello,

I’ve a questions regarding BridgeTrak from Kemma Soft.

Unfortunately It seems that one of our IT departments will use
BridgeTrak
as Help Desk Software [because of enhanced CRM] in the future (directors

decision ;-( , I suggest rt3)

We already use RT2 in one dep. (of course stable) / Now again another
System - freaky.

  1. Did somebody have experience with this Software, If yes, which one ?

  2. Could there a possibility that BridgeTrak and RT3 maybe interact
    between
    each other (handover tasks, custDB).
    HelpDesk - BT
    engineering/ISP - RT3

  3. Converting BT to RT3 in the future ?

Especial comments to 1) could be useful to change the mind. I already
tried
nearly all arguments, but …

thank you very much

cheers
Christian

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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm