Automated Ticket Combining Based on Ticket Number

mrhobbeys

I'm looking for a way to automatically combine or link tickets that have the same 15-digit ticket number in their subject lines. Currently, one of our automated systems creates separate tickets for updates to the same issue, resulting in duplicate tickets, often due to changes in the subject due to adding to the description.

Trying to accomplish:

Identify tickets with matching 15-digit numbers in the subject line
Automatically combine these tickets into a single ticket or create strong links between them
Preserve all updates and communications from the separate tickets in the combined/linked ticket

Current workaround:

I've set up a filter using regex (\b(\d{15})\b) to identify matching ticket numbers, but I can only route these to a team for manual combining.

Has anyone developed a plugin or found a method to automate this process? I would greatly appreciate any suggestions for achieving this functionality.

mrhobbeys

At this point, I'm going to try to write a script that takes the subject and combines them using the API. I don't really have any experience with the OSTicket API, but I'll post updates here incase anyone else finds it useful in the future.

KevinTheJedi

mrhobbeys

Tickets are matched based on In-Reply-To, References, and Message-ID headers. If none of those match we try to look for the Ticket number in the Subject line. If all that fails it creates a new Ticket as it can't find anything related. If you want to match on custom strings you will definitely need to modify the codebase. When modifying the codebase you are always on your own as you are deviating from core. You will proceed at your own risk. Good luck!

Also, this is not the place for mods/customizations. It's only for issues, questions, help, etc. with core osTicket and core osTicket Plugins. If you want to share mods/customizations then please fork osTicket repo in Github and provide your mods there.

Cheers.