Used Zammad version: 6.5.2-1767354399.5ee205d5.noble
Used Zammad installation type: package
Operating system: Ubuntu 24.04.3 LTS
Browser + version: different
Hello everyone,
I’ve just noticed on my Zammad test system that {ticket.number} has recently started to differ from {ticket.id}. Since I’m ‘testing’ here, it’s possible that I’ve broken something.
So my question is: Is this normal, or should the numbers be synchronised? What could be the reason that they are no longer synchronised? Can this be fixed, and should it be fixed?
Ticket number != Ticket id. Afaik the ticket id is the internal database identifier. Both are not synced. As i remember, the ticket number contains a prefix (if set) and you can set a checksum at the end of the ticket number.
thanks for reaching out to clarify this misunderstanding.
You’re all good. As @richie_77 already explained (thanks)
To elaborate a little more, for you to get a full clear picture. Zammad distinguish in general 2 types of ticket identifier.
The business identifier = ticket number (or in colloquial terms: the ticket hook, see Admin Docu → Ticket) is used by agents, and customers to refer to the same ticket.
The technical identifier = ticket id is used in the direct link …/zoom/ticket.id to open the ticket in the browser. Plus in case you want to modify Zammad, use webhooks, the API, or contribute code-wise, you’ll need that id to change, update, whatever apply changes to that ticket.
Simple example is a domain such as www.google.de (“business identifier” for us to use in browser) which will resolve in an IP address xxx.xxx.xxx.xxx (“technical identifier” for programmers to maintain the routing).
