How to set ticket_number

Technical assistance
1

Infos:

  • Used Zammad version: 3.6.x
  • Used Zammad installation source: docker-compose
  • Operating system: CentOS 7
  • Browser + version: all

Expected behavior:

  • ticket_number and ticket_id should be the same

Actual behavior:

  • ticket_number and ticket_id should diverged

Steps to reproduce the behavior:

  • long running Zammad Instance…

As described here Allow additional usage of Ticket Number in (Zoom) URL · Issue #849 · zammad/zammad · GitHub ticket_number and ticket_id may not be the same. However they are often the same until they diverge:

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For us, the ticket_number and ticket_id diverged since a month or so. We did not realize this at the beginning and merged some tickets that did not belong :-|. However the ticket_number and ticket_id where synchronous for several years. I do not know what happened… However, is there a way to increment the ticket_number in the database so the two numbers will be the same again at least for the next month/years?

2

You can’t manipulate the ticket numbers.
A wild guess is that you guys have been merging tickets which may provide “odd” behavior.

Possibly also deleted tickets which may cause ID “recycling” if there were no newer tickets before removal.

3

Yes, we merge tickets, but that’s normal isn’t it? And we deleted some tickets over a year ago, without any impact on the ticket numbers.

is there another possibility to workaround this issue?

4

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