[otrs] Massmerge with GenericAgent?

Umberto Nicoletti umberto.nicoletti at gmail.com
Thu Sep 6 08:36:41 GMT 2007


On 9/4/07, Kaiser, Hans <r_2 at gmx.de> wrote:
> Umberto Nicoletti wrote:
> > In my case I had to write a GenericAgent extension, that is a custom
> > perl generic agent that does exactly the merge (and close) of closed
> > tickets for situations where a third-party notifies via email that the
> > issue has been solved.
> > It requires Perl knowledge to write such an agent.
> >
> > Umberto
> >
> Hello Umberto,
>
> thank you for the answer, I was despaired, that no one seems to answer.
>
> For your solution, was it the problem, that the tickets has been merged?

We have two separate otrs instances and tickets created in the slave
instance had to be joined (and closed) to the original ticket on the
master otrs instance.
I can post the agent code if you want.

Umberto

> Or was the major problem, that the tickets should be closed and the
> third party should be notified?
>
> I just want to merge the tickets, the closing is not necessary. (I could
> do the closing with a second GenericAgent, but I do not need it.)
> I need a merge for any tickets, which contain a specific subject. All
> this tickets should be merged cronological to one specific TicketID.
>
> regards
>
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