Tickets.id and tickets.number are not matching

Infos:

  • Used Zammad version: 5.2.0 and 5.2.1
  • Installation method (source, package, …): package
  • Operating system: Ubuntu 20.04.4 LTS
  • Database + version: postgresql-12
  • Elasticsearch version: 7.17.5
  • Browser + version: MS Edge Version 103.0.1264.37

Expected behavior:

Ticket Number and ID are matching.

Actual behavior:

In our system the id 532 was skipped but not the number “4200532”.

Used sql statement:

select
id as ID,
number as number
from tickets t
where t.id >= ‘531’
order by t.number;

Output:

id | number
-----±--------
531 | 4200531
533 | 4200532
534 | 4200533
535 | 4200534
536 | 4200535
537 | 4200536
538 | 4200537
539 | 4200538
540 | 4200539

Output in the GUI:

Steps to reproduce the behavior:

Create a ticket via portal or mail.

The reason is, that the number in the url is the database id and not the ticket number. The ticket number can also have a completely different format.
There’s a feature request to use the Ticket Number in the url. Allow additional usage of Ticket Number in (Zoom) URL · Issue #849 · zammad/zammad · GitHub

Related Discussion: TicketID is not the URL ID - #26 by MrGeneration

3 Likes

Is there a way to reset/edit the counter for the next number?
Would be nice to get number and id matching again in any way.

I don’t think that’s a good idea. Don’t rely on that. It could diverge again at any time.