Ticket mask

[cronosii]

Hi

How can I configure the ticket mask? I have seen that everytime an email arrives a prefix is added but I don't see how that prefix is being created or if there is a way to manage that.

Thanks

[Hildy]

Assuming you're referring to Cerberus 4.0, please see http://cerberusweb.com/kb/article/000015

Let us know if you need any more info than that.

[NickInOZ]

We're looking at Cerberus 4 (currently running 3.6.0 (431) for our internal helpdesk. We use it purely internally (no competitors to worry about as mentioned in the KB article referenced above).
Can we mod somehow to remove the mask so that the ticket numbers displayed are the actual ticket number like 17463,17464 etc.
Any pointers would be most appreciated.

[Hildy]

I'm certain it can be done, but I'm a little unsure as to specifically *where* you want to see ids instead of masks. Are you referring to email subject lines? The URL in the browser when looking at a ticket?

[jstanden]

Hey Nick!

This is certainly possible, it would just be a little kludgy to hack in at the moment.

You realize the ticket masks aren't show in the subjects of your replies by default anymore, right? It should be pretty harmless seeing masks in the lists inside Cerb's web UI since they're never given much prominence.

[SchwannyT]

Add me as a vote for being able to customize the ticket mask. I've already gone in and done it manually, but I'm just waiting for it to break an update.

[Hildy]

Well, I thought we had an open issue for this already, but we didn't, so now we do: http://www.wgmdev.com/jira/browse/CHD-622

Verily, get thee hence and votinate. :-D

[tvcnet]

Howdy folks.
Ok, been trying to update the ticket mask, but stuck.

I figured out how to change the 4 letter year to 2 letters in
Application.class.php

"YMD-NNNN-NN"

using:
case 'Y':
$mask .= date('y');

Now I wish to add letters after the # in front of mask:
CCC-

Currently, if I do this, this will convert instead of staying as text, like:
from:
[#080618-2987-98]
to:
[#CCC-080618-2987-98]

Ideas?

Thanks,
Jim

[Hildy]

Jim, can you post the full mask string you've defined, as well as A) examples of what you expect to see, and B) examples of what you are seeing?

[tvcnet]

The string is set to this now:
"YMD-NNNN-NN"

which results in this:
[#20080618-2987-98]

I was just wondering if anyone knows how to add letters to front of it, like this:
[#CCC-080618-2987-98]

I can't find the place where I can make the letters "CCC" appear.

As it is now, the system will parse them, when these are the actual letters I'd like to appears in the subject of the email message.

Thanks,
Jim

[Hildy]

So you want "CCC" to literally appear in each mask, rather than be translated to a random character? You just need to remove the case 'C': option from the switch statement.

[tvcnet]

Oh, got it.
More than one way to skin <insert favorite animal>

Thanks,
Jim