Umberto Nicoletti wrote: 
On 9/4/07, Kaiser, Hans <r_2@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
Hello Umberto,

I am not sure if it is the same problem?
I have only one instance, and I get often repeating reports e.g. nightly-backup failed, which we need for documentation. Therefore we want to merge all backup-failed tickets of one customer to one longterm ticket. So if there would be an problem, we can tell him why (e.g. media not changed by the customer or similar)