Change Ticket-ID fetch

NickCloud

Hey,

sooo.. I have a question, maybe somebody knows how to do this or has already done it.

Simply put: Currently OS-Ticket has a number with a # in its Title which it will use to determine the Ticket-ID.
BUT, does it actually "search" for "[" or "[#" or something else when it reads the title?

Because: We use osTicket and sometimes we open Tickets in our Ticket system for another company that also has a Ticket system thats uses [ID] in their title.. So always when they write us, it creates a new Ticket in our System, because it check THEIR [ID] first instead of ours..

So in short: Can I change so osTicket will really look for "[#" when searching for the Ticket-ID?

Thanks!

ntozier

I've asked the devs to take a look at this thread.

KevinTheJedi

@NickCloud

You can see how we do number lookups here:

https://github.com/osTicket/osTicket/blob/fe1d1f82245da28197c9491f16ff751c2da30804/include/class.thread.php#L1502-L1507

Basically, a regex statement matches a ticket number by a number starting with #. You can update the regex to the following so that it matches numbers starting with [# instead:

/\[#((\p{P}*[^\p{C}\p{Z}\p{P}]+)+)/u

Cheers.

NickCloud

KevinTheJedi

Ahh, very nice! Thank you very much, thats exactly what I need.