Ticket hook change

Moderator: crythias

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sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Ticket hook change

Post by sujeeva » 28 Aug 2016, 18:04

Dear Friends,

I have changed the ticket hook to simplify numbering. All good except one problem. Email followups to old tickets create new tickets instead of adding articles. It doesn't identify old ticket even with old hook or new hook.

Any idea?

Cheers,
Sujeeva
Best Regards,
Sujeeva Tissaarachchi

sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Ticket hook change

Post by sujeeva » 29 Aug 2016, 19:31

Clarification
This is ticket hook change and after the hook change, existing ticket followups creates new tickets instead of adding articles to existing ticket
Best Regards,
Sujeeva Tissaarachchi

crythias
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Re: Ticket hook change

Post by crythias » 31 Aug 2016, 16:03

This is because the code for followups relies on matching hooks and numbering schemes.
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sujeeva
OTRS newbie
Posts: 35
Joined: 23 Jul 2012, 13:17
OTRS Version?: 5.0.8
Real Name: Sujeeva Tissaarachchi

Re: Ticket hook change

Post by sujeeva » 01 Sep 2016, 08:32

Thanks Crythias,

So does it means there is no solution without code change?
Best Regards,
Sujeeva Tissaarachchi

crythias
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Posts: 10108
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Ticket hook change

Post by crythias » 09 Sep 2016, 18:16

No practical solutions without adjusting the code for the current generator to look up the old generated ticket info.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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