Old tickets not recognized after changing Ticket::NumberGenerator

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tomwerf
OTRS newbie
Posts: 6
Joined: 21 Jun 2013, 14:34
OTRS Version?: 3.3.14
Real Name: Tom
Company: LekL

Old tickets not recognized after changing Ticket::NumberGenerator

Post by tomwerf »

Hi,

I want to get rid of the long ticketnumbers with many zero's.

So in our testenvirement I've changed the Ticket::NumberGenerator to AutoIncrement
And set the Ticket::NumberGenerator::MinCounterSize to 3.
The Ticket::Hook stays the same: Ticket#

New created tickets are genereted with the shorter ticket number.
But if I get a relply on old tickets, the system isn't recognizing the ticketnumber and creates a new ticket.

Is this normal behavior and do I live with this in the time of transition? :lol:
Or is it an configuration error and should my system recognize the old ticket names?

I use OTRS 3.3.14
OTRS 3.3.14 on Ubuntu lts 12.04.4 with MySQL database.

janArbeit
OTRS newbie
Posts: 5
Joined: 25 Feb 2016, 09:22
OTRS Version?: OTRS 4.0
Real Name: Jan
Company: zetcom

Re: Old tickets not recognized after changing Ticket::NumberGenerator

Post by janArbeit »

We are also planning to change the number generator, however we already use OTRS 4. If somebody had similar problems or if it is clear that this change needs to migrate old tickets in OTRS 3, is this true also for OTRS 4?

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