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Join tickets as an aswer of an existing ticket

Hi,
Sometimes, when I recive a reply to a ticket by email, Osticket creates a new one.
I try to use Mergin-tickets.This plug-in just creates a relation between the old ticket and the new one but both tickets remains open.
What I need is join the new ticket as new post in the old ticket and remove the new one.
It's possible to do this? How?

Best regards,
Alberto

Comments

  • Ticket merge is not a feature in osTicket at this time.
  • Ok. Thank you for your reply.
    Is it possible to do this manually through a database client?
    What tables and fields should I have to use?

    Best regards
  • You could... You would need to look up the data in the ost_ticket table.. and then you would need to look at the ost_ticket_thread table.  Then you would need to figure out which direction you want to merge the data and figure out a way to do that and how you want to handle the merge.  Also there is the question of what to do with the other user(s).
  • edited October 29
    Thank you.
    It supposed the user is the same in both tickets and all I need is to assign the last reply to an existing ticket, and delete (or close) the new one.
    I'll check the tables.

    Best regards
    Alberto
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