Creation date 2021-01-26
this module allows grouping tickets if the customer between them is the same.
The following versions of the OTRS framework are supported:
The following modules are required:
- InBox Core 6.15.7 or superior
The following operating systems are required:
Third Party Software
The following third party software is required:
bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ TicketMergeOnlyCustomer-6.0.0.opm
to be possible grouping just with the tickets that have the same customer, you must enable the following configuration:
Default value: Disabled.
To change the subject of the article that is created after the merge, you can use this following configuration:
Default value: Ticket Merged.
Merging tickets with same customer
To use this funcionality you must first access in the navbar the menu "Tickets", then click in the submenu "Queue View", choose one ticket and click.
Then, click in "Miscellaneous" and afer in "Merge".
After that, put in the filed "Merge to ticket" the number of desired ticket and then click in "Submit".
After that, you'll be redirected for the page of the ticket that you merged.
Merging tickets in bulk
To use this funcionality you must first access in the navbar the menu "Tickets", then click in the submenu "Queue View", select more than one ticket and click in "Bulk".
You'll be redirected for this screen:
And in this screen you'll check "Merge to Ticket", put the number of te desired ticket in the field and then click in "Execute Bulk Action".
And you'll be redirected to the ticket screen where the thickets was merged.