[HELP] Merge Tickets in 1.6 ST

arihant2301

Hi,

I have been looking for a merge ticket feature for osTicket 1.6 ST.

Can anyone pleaseeee give me code changes required for this feature to work correctly.

I have tried 2 different code changes mentioned in the forum but none seem to work with ST version.

Your help would be greatly appreciated.

Thanks

arihant2301

Please does anyone knows how to do it.....Someone must be in need of such a feature.....Or someone must have implemented it....The Mod made for RC5 does not work with Stable version....Guys please helppp....Your help would be greatly appreciated

arihant2301

Solution here

http://osticket.com/forums/showthread.php?p=20727(http://osticket.com/forums/showthread.php?p=20727)

abdllatif

Internal server error

I have tried the above link to the sollution to merge tickets on osticket 1.6 st

(I think that is what I have)

With this part of code I get an internal server error if I try to merge two tickets.

The other sollution found here:

http://www.openscriptsolution.com/2009/11/03/add-merge-ticket-feature-into-osticket-v1-6-rc5(http://www.openscriptsolution.com/2009/11/03/add-merge-ticket-feature-into-osticket-v1-6-rc5)

also didn't work for me, I didn't see any ticket id's to merge.

This could be because I have the wrong version of osticket?

I was not the only one with the same problem, but didn't find any sollution.

masino_sinaga

Main Rule to Merge Ticket Into Another

@[deleted]01,

@[deleted],

In order to see ticket ids in the dropdown list, then you have to make sure that the current ticket you are viewing has the same email address with the email address that belongs to the destination ticket that listed in the dropdown list you want to merge into it. This is the main rule how you are able to merge a ticket into another.

To clarify this, I have just modified the code in the first step on my blog post above. Please re-apply the modification in the first step, afterwards, you should now see a message show up: ""Sorry, this ticket cannot be merged into another since there is no ticket has the same email address with this." if the current ticket you are viewing does not have the same email address with another tickets.

Also, that MOD I created for 1.6 RC5, also works fine with 1.6 ST version. I have tested it and make sure everything works fine.

Sincerely,

Masino Sinaga

abdllatif

Merging on 1.6 ST works fine now

Thanks for your reply.

I already re installed the patch, and found that the problem was the email address (after your answer).

I now change the email address of the customer (edit ticket) in a ticket I want to merge, into the same email address of the other ticket.

(this problem occurs when a customer replies with another email address)

With this solution everything works like a charm.

Thank you for this modification!!

masino_sinaga

Glad to hear good news!

Thanks for letting us know about it. As always, so glad to hear good news from everyone. :)

Sincerely,

Masino Sinaga

teryakisan

Not trying to threadjack, believe it or not these two things are connected....

I was trying to use the Staff respond by email mod but its not working for me. Instead, staff reply generates a new ticket. The reply titles look like this...

RE:

I tried the remedies listed in the original thread,to no avail.

So I told the staff to stop replying by email, and, I have replies that need to be matched up with their tickets.

Now, I have tried masino_sinagas suggestion of changing the email addy to facilitate merging the two, but, after the merge, it looks like the client is replying to themselves as this creates a message (user) instead of a response (staff). O_o

Can anyone think of a way to merge two seemingly un-associated tickets or perhaps another clever way around these shenanigans?

Thx!