Re: is the external ID visible somewhere

Hello Hinrich,

the external ID is stored in a dynamic field (if you use the 
ExternalTicketnumberRecognition). So you can activate that field in any 
dialog you want:

*) First check, which dynamic field is used (SysConfig -> Ticket -> 
Core::Postmaster)
*) Activate the field in AgentTicketZoom (SysConfig -> Ticket -> 
Frontend::Agent::Ticket::ViewZoom -> 
Ticket::Frontend::AgentTicketZoom###DynamicField)
*) Do the same for other dialogs as well

You can search the database. The values of dynamic fields are stored in 
the table dynamic_field_values...

SELECT * FROM dynamic_field_values dfv INNER JOIN dynamic_field df ON 
dfv.dynamic_field_id = df.id AND df.name = '<name_of_the_dynamic_field>' 
WHERE object_id = '<ticket_id>'

Kind regards,
Renée



Am 06.02.2017 um 12:02 schrieb Hinrich Aue:
> Hello,
>
> we are using OTRS 5.
> We are receiving emails from another ticket system, and we want to bundle them by external ticket ID.
> Is the external ID somewhere visible? First in the database, or also in the ticket itself in the web interface?
>
> Hinrich
>
> Hinrich Aue
> Sr. Software Engineer
> Kofax Development GmbH
>
> Wentzinger Strasse 19
> 79106 Freiburg
> Germany
>
> Tel: +49 761 452 69 57234
> Fax: +49 761 452 69 58734
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>
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>
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>
> This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately.
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