osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go
get it now
OSTicket v1.10 Merge / Duplicate Ticket mods attached
I am attaching a Merge modification for OSTicket v1.10 (901e5ea).
- The replacement PHP files.
- The SQL needed (if you changed your ost prefix from ost_ to something else then you will need to modify the sql file)
The Merge Ticket functionality basically sets up a master/child ticket relationship.
- You can merge two tickets by opening the child ticket, entering the maser ticket number and clicking MERGE.
- You can merge multiple children into a master by simply selecting multiple tickets, entering the master ticket number and clicking MERGE.
- You can not merge a "master ticket" into another "master ticket" or a "child ticket" into multiple "master tickets". It is just a "master" / "children" relationship.
- Viewing either the master or child tickets includes a "Relations" tab where you can see all the related tickets.
- You can delete the links between master and child tickets from the master ticket.
Couple of notes..
- This is NOT the final version. I will post the rest of the code when it becomes available.
- If you select multiple child tickets and click MERGE it will fail if one of the children are already assigned to a master ticket. The dev is working to resolve this by putting up a warning but merging the remaining tickets.
- The developer is also working to add a "duplicate ticket" button for the ticket view. This will allow us to take an existing ticket and split it into 2 then delegate out the appropriate workload between staff members or departments.
Attached are some screenshots in case you were curious what it looks like.
If any of the links/files are missing and you need a copy then please PM me. I will share them with you.
The coding work was done to our specification by Martynas Miniots. Please contact him if you need any customization for your project.
Comments
I hate to be the kind of guy who just dumps "bad code" into Github then runs for the hills. Drive-by-coding never makes anyone happy. ;-)
When I have a final product from Martynas I will be happy to submit it as long as it is welcomed by the OST team.
The child tickets are closed. It does not remove them from the system. The master just contains a nice, detailed table of child tickets so you can find them easily. It does not move the contents of the child tickets into the master ticket.
That development is really god :)
I tried to download the latest file, but I'm unable, can you post it again?
Thanks,
Don't know why but was able to download only with Safari.
Thanks
could anyone please tell me what I have to do with the files to get this working? The .php files are probably just to overwrite the default ones, but what have I to do with the 93dd855b7c283d798f9d9befa729d2 file?
We are using osTicket in our small business since a few weeks and this feature would be really neat to get working.
Thanks
This feature is default in ticket systems and several customers don't want to use osTickets because it lacks this feature.
As others said, why wasn't this included in earlier version?
Thanks
Thank you,
I have replaced the files on my site however, when I tried to import the database on phpMyAdmin, I encountered an error (see attached image). Can you please help me how to import the database? Thank you.
`id` int(11) NOT NULL,
`agent_id` int(11) NOT NULL,
`master_id` int(11) NOT NULL,
`ticket_id` int(11) NOT NULL,
`date_merged` datetime NOT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8;
ADD PRIMARY KEY (`id`);
MODIFY `id` int(11) NOT NULL AUTO_INCREMENT;
Thank you for your assistance. I will try this and I will let you know how it goes.
It also needs some translation and database modifications.
Also not sure, but have contemplated if the thread entries of the child tickets should show in the master ticket?
Also if a user tries to open a child ticket, should it redirect to the master ticket?
If a user still answers a child ticket should that answer be added to the master ticket? (Wont be needed if the threads are combined in the master i guess)