• Ticket ID

    By Alexandre Steinberg 2 decades ago

    When someone opens the description, the ticket automatically change the status to approved and the sequential number is always 0.



    I believe that this is not the expected behavior, right?

    • No, it's not a bug!

      By Stephane Eursels 2 decades ago

      Hi and first time thank you for using (e)help.



      Your problem is not a bug but come from your setting configuration.



      If when you create a ticket the status change automaticly to approved that's only because you have the role [CallCenter].



      If an user from your call center create a ticket this ticket is automaticly approved, your call center don't create a ticket if it have refused it.



      If a ticket is create by an end user this status must be sent and it will be only in view inbox.



      When a ticket is create by the call center or approved by the call-center it automaticly take a sequential number.



      If all your ticket have the number 0 that's only because you don't have set the sequential number.



      The module used is to be able to work with replications on multi-servers and to guarantee a unique number for a ticket on any replicas.



      To activate this functionality you must edit the setup document and activate the (e)sequence option and set the server used as master and on each the sequential number will be computed.



      If your call center create or approve a ticket this ticket take his number automaticly, if your call-center create or approve your ticket on an other server your ticket take theirs numbers when they are replicate on this server.



      So normaly you choose as master server the server on each your call-center works.



      You must edit the setup document with an Notes ID authorized to see all documents and run an agent on the master server you define.



      I hope this is help you.



      Enjoy to use (e)help