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() and GetTNByString().

The method TicketCreateNumber() is called without parameters and returns the new ticket number.

The method 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::NumberGenerator.

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.

Note

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.