osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
I have a user set up that has an email address that is shared amongst many staff that work on the helpdesk. We tried to use OSTicket with this "shared email user" but, as I predicted, the number of calls has increased and now those that use this shared account want to move to having their own OSTicket account so that they get appropriate notifications. When they email in to OSTicket the message still has their own personal email footer despite it coming from a shared address
I went to delete the shared email user account but it says its going to remove that users tickets too, approx 60 tickets. I don't want to delete the previous tickets.
In the database I can search through the threads in xxx_thread_entry (93 entries) and find the "real" user for each thread from their email footer text in the body field of the record. I was going to use this to update the userid for the ticket entry so that there are no tickets left against the shared users user id. However I can;'t see how the threads and tickets are linked. Where I expected to find a ticket ID in the thread table there was none, nor can I find a many to many join table of ticketIDs and thread IDs.
How are threads and tickets linked?
Am i over complicating this? Is there an easier way?
I've got a duplicate system on v1.10 to test this on... and a backup