Hello everyone,
I am new to itop and Sourceforge. We recently installed iTop and would like to migrate there, from OTRS as our ticketing system.
Right now the system creates incidents (or requests) by incrementing a counter, first incident was "I-000001" (first request was "R-000001").
I'd like to change the format/pattern for these numbers by adding the date to make an incident look like that : I-20200504000001.
(I tried looking for a similar question but only found people willing to reset the counter.)
Does anyone of you know how to do that? how complicated is it?
Thanks :)
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Which version of iTop are you running? This can be done by altering the standard datamodel with your own extension. Here are 2 useful resources on how to create one:
- iTop customization principles
- iTop XML datamodel reference
Once you are familiar with the customization process, overload the "MakeTicketRef" method of those classes to make your own format.
When you started your extension, if you stunmble on a problem, post it here so we can help you.
Hope this helps,
Guillaume
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
hello,
Note that this customization will be easier if you are running iTop 2.7.0 as the counter system was changed in this version !
See the dedicated chapter in the what's new document.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello everyone,
I am new to itop and Sourceforge. We recently installed iTop and would like to migrate there, from OTRS as our ticketing system.
Right now the system creates incidents (or requests) by incrementing a counter, first incident was "I-000001" (first request was "R-000001").
I'd like to change the format/pattern for these numbers by adding the date to make an incident look like that : I-20200504000001.
(I tried looking for a similar question but only found people willing to reset the counter.)
Does anyone of you know how to do that? how complicated is it?
Thanks :)
Hello,
Which version of iTop are you running? This can be done by altering the standard datamodel with your own extension. Here are 2 useful resources on how to create one:
- iTop customization principles
- iTop XML datamodel reference
Once you are familiar with the customization process, overload the "MakeTicketRef" method of those classes to make your own format.
When you started your extension, if you stunmble on a problem, post it here so we can help you.
Hope this helps,
Guillaume
Thanks for your quick answer, i will look at all these and will probably get back to you. Thanks again!
hello,
Note that this customization will be easier if you are running iTop 2.7.0 as the counter system was changed in this version !
See the dedicated chapter in the what's new document.