Manipulating Ticket Tag

I am currently evaluating RT as a replacement to our existing support
ticket system. So far, it looks really good. However, we would like to
change the format for the assigned tags to each e-mail. The current format
uses [$RT::rtname #".$self->TicketObj->id."] (from SendEmail.pm), but we
would like to use a format of [PKTF-YYYYMMDD-###] where ### is a three
digit representation of the id number. Currently, this number starts back
at 1 each day, but that is not terribly important right now.

Any ideas? I found the functions that parse and create the tag, but are
there any other issues I should be aware of? Thank you.
-C

Curtis Ireland - cireland@solidum.com
Solidum Systems - http://www.solidum.com
(T) (613)724-6004 x284 - (F) (613)724-6008

So what happens if you have 1000 tickets in a day? Can you explain
a bit more about why you need to make this change?On Mon, Sep 10, 2001 at 11:44:53AM -0400, Curtis Ireland wrote:

I am currently evaluating RT as a replacement to our existing support
ticket system. So far, it looks really good. However, we would like to
change the format for the assigned tags to each e-mail. The current format
uses [$RT::rtname #".$self->TicketObj->id."] (from SendEmail.pm), but we
would like to use a format of [PKTF-YYYYMMDD-###] where ### is a three
digit representation of the id number. Currently, this number starts back
at 1 each day, but that is not terribly important right now.

Any ideas? I found the functions that parse and create the tag, but are
there any other issues I should be aware of? Thank you.
-C


Curtis Ireland - cireland@solidum.com
Solidum Systems - http://www.solidum.com
(T) (613)724-6004 x284 - (F) (613)724-6008


rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

At 12:50 PM 2001/09/10 -0400, Jesse Vincent wrote:

So what happens if you have 1000 tickets in a day? Can you explain
a bit more about why you need to make this change?

That’s a good point, but one that (surprisingly) hasn’t risen. I assume the
three digit id number just expands to four. Hence the reason why cycling
the ID number to 1 each day is not really an issue.

I’d like to make this change for transparency reasons. Support staff and
customers have grown used to the ticket numbering scheme, plus it helps
track when the ticket was initially created.

One possible way around this is if I just did my own customization and use
an additional field in the database for “Identifier”
-C>On Mon, Sep 10, 2001 at 11:44:53AM -0400, Curtis Ireland wrote:

I am currently evaluating RT as a replacement to our existing support
ticket system. So far, it looks really good. However, we would like to
change the format for the assigned tags to each e-mail. The current format
uses [$RT::rtname #".$self->TicketObj->id."] (from SendEmail.pm), but we
would like to use a format of [PKTF-YYYYMMDD-###] where ### is a three
digit representation of the id number. Currently, this number starts back
at 1 each day, but that is not terribly important right now.

Any ideas? I found the functions that parse and create the tag, but are
there any other issues I should be aware of? Thank you.
-C


Curtis Ireland - cireland@solidum.com
Solidum Systems - http://www.solidum.com
(T) (613)724-6004 x284 - (F) (613)724-6008


rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel


http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

Curtis Ireland - cireland@solidum.com
Solidum Systems - http://www.solidum.com
(T) (613)724-6004 x284 - (F) (613)724-6008