If you want to create a own ticket number format, just create a own ticket number module.
The modules are located under "Kernel/System/Ticket/Number/*.pm". For default modules see "Config-File" -> "Ticket number format".
A example of a simple ticket number module, save it under Kernel/System/Ticket/Number/Simple.pm. You just need 2 functions, CreateTicketNr() and GetTNByString():
# -- # Ticket/Number/Simple.pm - a ticket number auto increment generator # Copyright (C) 2003 Hans Mueller mail@example.com # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # available objects are: ConfigObject, LogObject and DBObject # # Generates auto increment ticket numbers like ss.... (e. g. 1010138, 1010139, ...) # -- package Kernel::System::Ticket::Number::Simple; use strict; use vars qw($VERSION); $VERSION = '$Revision: 1.5 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub CreateTicketNr { my $Self = shift; my $JumpCounter = shift || 0; # get needed config options my $CounterLog = $Self->{ConfigObject}->Get('CounterLog'); my $SystemID = $Self->{ConfigObject}->Get('SystemID'); my $MinSize = 5; my $Count = 0; if (-f $CounterLog) { open (COUNTER, "< $CounterLog") || die "Can't open $CounterLog: $!"; my $Line = <COUNTER>; ($Count) = split(/;/, $Line); close (COUNTER); if ($Self->{Debug} > 0) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Read counter from $CounterLog: $Count", ); } } # count auto increment ($Count++) $Count++; $Count = $Count + $JumpCounter; # write new count if (open (COUNTER, "> $CounterLog")) { flock (COUNTER, 2) || warn "Can't set file lock ($CounterLog): $!"; print COUNTER $Count . "\n"; close (COUNTER); if ($Self->{Debug} > 0) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Write counter: $Count", ); } } else { $Self->{LogObject}->Log( Priority => 'error', Message => "Can't write $CounterLog: $!", ); die "Can't write $CounterLog: $!"; } # pad ticket number with leading '0' to length $MinSize (config option) while (length($Count) < $MinSize) { $Count = "0".$Count; } # create new ticket number my $Tn = $SystemID . $Count; # Check ticket number. If exists generate new one! if ($Self->CheckTicketNr(Tn=>$Tn)) { $Self->{LoopProtectionCounter}++; if ($Self->{LoopProtectionCounter} >= 1000) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!". " Stoped CreateTicketNr()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating new one.", ); $Tn = $Self->CreateTicketNr($Self->{LoopProtectionCounter}); } return $Tn; } # -- sub GetTNByString { my $Self = shift; my $String = shift || return; # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); my $TicketHook = $Self->{ConfigObject}->Get('TicketHook'); my $TicketDivider = $Self->{ConfigObject}->Get('TicketDivider') || ': '; my $MinSize = 5; my $MaxSize = $MinSize + 5; # check ticket number if ($String =~ /$TicketHook:+.{0,1}($SystemID\d{$MinSize,$MaxSize})\-FW/i) { return $1; } else { if ($String =~ /$TicketHook:+.{0,1}($SystemID\d{$MinSize,$MaxSize})/i) { return $1; } else { return; } } } # -- 1; |
$Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Simple'; |