Once upon a time I needed to change the merging of an article into the wrong ticket. After an analysis of the database discovered that …
update article set ticket_id= where id=;
I don’t know if this is still valid… I was working with an old DB version at the time. May allow you to program your modifications.
Of course start with a back-up of the DB, and optimally test on a non-production instance.
gl
From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Gerald Young
Sent: Thursday, November 29, 2018 8:47 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Merge tickets that start with same string
Ok, fair. I have a thought about select id, TN, title from ticket [optional:where title like 'needle%']
and then use otrs.Console.pl http://otrs.Console.pl to ticket merge. In excel, this could concatenate ticket numbers or id's in individual commands to copy paste to shell command line. Pick a single destination to merge to per criteria.
I am not at a desk, but am writing to point toward an option. Test one to make sure the command line works as expected.
On Thu, Nov 29, 2018, 8:20 AM William Edwards | Cyberfusion mailto:wedwards@cyberfusion.nl wrote:
For 8000 tickets? :)
Met vriendelijke groet, with kind regards,
William Edwards
Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties
W. https://www.cyberfusion.nl/
E. wedwards@cyberfusion.nl mailto:wedwards@cyberfusion.nl
T. 040 - 711 44 96
From: Gerald Young mailto:crythias@gmail.com >
To: User questions and discussions about OTRS. mailto:otrs@lists.otrs.org >
Sent: 29/11/2018 1:53 PM
Subject: Re: [otrs] Merge tickets that start with same string
Maybe search, checkbox and bulk actions may be useful.
On Thu, Nov 29, 2018, 7:16 AM William Edwards mailto:wedwards@cyberfusion.nl wrote:
I have imported tickets from our previous ticket system into OTRS. Every single reply is its own ticket with one article right now.
I need to merge these replies together into the tickets that they are about to complete the migration. Each ticket starts with a ticket number. Looking at the ticket number and merging every ticket that starts with that in the subject would do the trick.
Before I start typing this: has anyone made a tool to achieve this before so I don’t have to reinvent the wheel?
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