[otrs] ticketID vs ticket numer

Andy Wodfer

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Jun 6, 2012, 4:15:53 AM6/6/12

to User questions and discussions about OTRS.

Hi,

We're tracking down some bugs in an application we've made which talks to OTRS via SOAP (mainly creates tickets).

Anyway, I have one problem or question:

We need to create a link in our webbased system that when clicked it will open the OTRS ticket, just like OTRS Notification Master email link, IE.

http://some.host.com/otrs/index.pl?Action=AgentTicketZoom;TicketID=5625

What's the relationsship between TicketID=5625 and ticketnumber #2012060610000044 ?

How do we get the correct TicketID number?

Thanks!

Andy

Bernd Backhaus

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Jun 6, 2012, 4:28:10 AM6/6/12

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have a look at the "ticket" table on the OTRS database. The "id" field stores the ticketID and the "tn" the ticketnumber. it's a 1:1 relationship so you can pull this out of the database easily.

Regards,

BB
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Andy Wodfer

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Jun 6, 2012, 4:37:30 AM6/6/12

to User questions and discussions about OTRS.

Thanks!

Can I just as well use:

http://some.domain.com/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=2012060610000071

which seems to work just the same?

Cheers,

Andy

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Bernd Backhaus

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Jun 6, 2012, 4:41:58 AM6/6/12

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Am 06.06.2012 10:37, schrieb Andy Wodfer:

Thanks!

Can I just as well use:

http://some.domain.com/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=2012060610000071

which seems to work just the same?

Cheers,

Andy

well it seems to work :)

If no one comes up with any concerns regarding this, I'd say go for it.

Michiel Beijen

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Jun 6, 2012, 7:16:42 AM6/6/12

to User questions and discussions about OTRS.

Hi,

On Wed, Jun 6, 2012 at 10:41 AM, Bernd Backhaus <be...@stylebites.de> wrote:
> Can I just as well use:
>
> http://some.domain.com/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=2012060610000071
>
> which seems to work just the same?

<snip>

> well it seems to work :)
>
> If no one comes up with any concerns regarding this, I'd say go for it.

Yes, that is absolutely valid use, that URL will work just fine! The
customer interface in 3.1 already uses these 'friendly' URLs
everywhere instead of the internal Ticket ID.
--
Mike

Andy Wodfer

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Jun 6, 2012, 7:29:13 AM6/6/12

to User questions and discussions about OTRS.

Great! Thanks for your help.

I just upgraded from 2.4.7 to 3.0.15. Next up is an upgrade to 3.1.x

Cheers,

Andy

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