Hello Hinrich,
the external ID is stored in a dynamic field (if you use the
ExternalTicketnumberRecognition). So you can activate that field in any
dialog you want:
*) First check, which dynamic field is used (SysConfig -> Ticket ->
Core::Postmaster)
*) Activate the field in AgentTicketZoom (SysConfig -> Ticket ->
Frontend::Agent::Ticket::ViewZoom ->
Ticket::Frontend::AgentTicketZoom###DynamicField)
*) Do the same for other dialogs as well
You can search the database. The values of dynamic fields are stored in
the table dynamic_field_values...
SELECT * FROM dynamic_field_values dfv INNER JOIN dynamic_field df ON
dfv.dynamic_field_id = df.id AND df.name = '<name_of_the_dynamic_field>'
WHERE object_id = '<ticket_id>'
Kind regards,
Renée
Am 06.02.2017 um 12:02 schrieb Hinrich Aue:
Hello,
we are using OTRS 5.
We are receiving emails from another ticket system, and we want to bundle them
by external ticket ID.
Is the external ID somewhere visible? First in the database, or also in the
ticket itself in the web interface?
Hinrich
Hinrich Aue
Sr. Software Engineer
Kofax Development GmbH
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Germany
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