Merge tickets content

[macfly]

is it possible to merge content from several tickets in a new ticket ?

[melatx]

I emailed support with a bunch of questions about features and that was one of them. They said a blanket "Yes, osTicket supports all the features that you indicated." What "supports" means I'm not sure - we are looking for something with features that we do not have to program in ourselves. From posts it seems that it's not possible to split or merge tickets though. By split I mean create a new ticket that is different from the existing one, not just 2 people being able to respond to it. We use the split function when we answer one question and then someone replies with a different question. We split that response with the new question into a new ticket and then respond. Also by merging, moving the other ticket completely into the one you are merging to.

[masino_sinaga]

It does make sense.
I will try to make this modification.

Sincerely,
Masino Sinaga

[speedy]

yeah would be realy handy!!

[masino_sinaga]

Let's focus first on the Merge Ticket. I almost finish doing this modification.

Here is the scenario:

1. Merge Ticket feature availables only for user with admin level.

2. New tab named Merge Ticket appears in viewticket page, thus the Merge Ticket process can only be done from viewticket page.

3. There is an option whether osTicket will notify the client about this merging or not by providing a checbox (default: checked).

4. After clicked the "Merge Ticket" button, then all of the content of current ticket (origin ticket) will be merged to the selected ticket (destination ticket) being choosen by admin.

5. All messages, responses, internal notes, attachments belong to the origin ticket will be moved to the destination ticket.

6. Send email to the client if the option number 3 above checked.

7. The origin ticket status will be set become "closed" and insert a message "Merged with ticket {ticketID}", and the Merge Ticket tab in viewticket page will be disappear. This will cause the closed tickets cannot be merged again after being merged before, unless you re-open it.

8. If you want to merge another ticket to the same destination ticket above, then you have to do this via that ticket's viewticket page as the origin ticket. On the other word, you can merge as many tickets as you want.

Does it make sense for you? Please do not hesitate to give us feedback before I release the code. Thanks.

Sincerely,
Masino Sinaga

[speedy]

Seems fair enough!

[masino_sinaga]

Thanks for your short feedback!

You can get the modification code now:
Add Merge Ticket Feature into osTicket v1.6 RC5

Sincerely,
Masino Sinaga

[durangod]

hi masino, i have mine set up that each dept is its own company, ref this link is the way i have mine set up..
http://www.osticket.com/forums/showthread.php?t=2687

i noticed after this mod installed that the manager is able to merge with another ticket from another dept (the manager can see the other dept/companies tickets)

im assuming its a if else statement like the other stuff.. but not really sure how to set that up and where, ill take a look and try some things but if you have time to help me isolate the merge to someones one dept that would be cool. thanks.

[durangod]

this is what i have so far in the include/staff/viewticket.inc.php
i dont work, the page locks but i think im close. can ya give me a nudge please lol

UPDATE: so that i dont confuse anyone with code that does not work i have removed the code here. please check the solution on page 2, it works.. thanks

[durangod]

UPDATE: so that i dont confuse anyone with code that does not work i have removed the code here. please check the solution on page 2, it works.. thanks