You can always modify open.php on line 63 and replace 'XXXXXX' with $ticket->getExtID()
Thanks... after giving the XXXX some thought I am pretty much on the side of it not being needed, since the user will get an Email with a link to the ticket.
However, you'll lose that when you apply any upgrades.
Understood and with my poor memory I will never remember to reapply the change ;)
It would be a nice feature to give the admin the ability to mask or not mask the ticket number. The easiest would be a global flag only, but I'm sure it can be set on department or topic level.
I agree, that would be a good idea!