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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Ticket Number Resequence on Help Topic Change.

I couldn't find anything related to this via search so forgive me if it has been covered.

The ability to generate a Help Topic specific ticket numbering sequence is nice but if you change the Help Topic of a Ticket, the Ticket number does not change to the custom sequence defined in the Help Topic.

This would be most excellent as a new feature. It appears that once a ticket is created the ticket number is static and can never be changed without generating a whole new ticket and closing the original.

IE : We have osTicket picking up emails from an Exchange Inbox (which works great!) and a ticket is automatically created under our default Ticket Numbering sequence of (T#######). An automatic email is sent to the user to let them know their ticket has been created, etc.

If the ticket is related to VPN access, then the Helpdesk agent will change the Help Topic of the ticket to reflect the correct topic. The VPN Help Topic uses a ticket numbering sequence of VPN#######. The ticket number does not change from T####### to VPN####### when the topic is changed.

Comments

  • This is not a feature in osTicket at this time, and I am not aware of any plans to implement anything like this.
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