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? 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