Merge tickets - Tickets' Threads not in correct order

angeland_asi

Good morning,

This is our osTicket Installation details:

Today I merged two tickets with the option to combine both tickets' Threads.
After the merge, everything looked good because the last post made on the parent ticket was older than all the posts made on the child ticket, but then (after the merge) I added an internal note in the Parent ticket and the post did not appear at the bottom of the thread as it should. The customer also answered to the ticket and his post is not displayed at the correct position in the thread.
The last internal note and the customer post appear after the last post made on the Parent ticket, and before the first post of the child ticket.
I will post some print screens. Hopefully they will make it more understandable:

I don't know how to solve this.
Thank you in advance for your help.
Angel

KevinTheJedi

angeland_asi

Those screenshots make it even more confusing tbh. I’m not seeing the full picture here. Maybe it’s too early for me or something.

Cheers.

angeland_asi

Sorry, I will try again...

After merging two tickets, previously the threads of both ticket were merged in a chronological order.
Now, no matter the post date, all the posts from the Parent ticket are displayed on top of the Child ticket posts.
Also now, all new posts added to the Parent ticket (merged tickets) are displayed on top off all the previous Child posts.

I tried to make the print screen a bit more understandable. It shows the order to the posts in the thread of the Parent ticket (merged ticket). I added some explanation in red. Please look at the dates of the posts and their order in the thread.

Cheers,

KevinTheJedi

angeland_asi

Then it seems like instead of combining the threads it chose to keep the threads separate. Go to the ost_ticket table and look at the flags column. Subtract 1 from the total value and update the flags to reflect the new value (eg. if flags equals 18 update it to 17). After that then go to the Ticket and refresh the page to see if the thread order looks correct after that. If it does then you know you probably selected the wrong value when merging or maybe a small hiccup that ignored the value you selected.

Cheers.

angeland_asi

You are right, I changed the flags from 18 to 17 and the threads are now correctly displayed. Thanks a lot.
I am pretty sure I selected the option to combine threads because that the default option, but I could also select the wrong option by mistake. So I will be careful next time I merge tickets to know if it happen again.
Now I know how to correct it manually.

Thanks again.
Cheers