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21 votes

Ticket Merge Function

by researchware on 06 Oct 2011 21:01 | 4850 Hits | 0 comment(s)

We'd like to see a ticket "merge" function. We often will have a customer open a new ticket on the same problem which can get assigned to a different technician and rave several back and forth replies before we become aware of the duplication. Or tickets submitted by more than one person at a company about the same problem is another case example.

We'd like to be able to "merge" ticket A into ticket B, where all of A's replies and notes are added to B, retaining B's ticket information (customer, assigned technician, category, etc.). This is really a matter of updating '_ticket_messages', '_ticket_notes', 'ticket_files', and 'ticket_history' for ticket A with the ticket id for ticket B and then deleting the main record for ticket A.

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