How to split a ticket - otrs - OTRS mailing lists

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How to split a ticket

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claude

27 Feb 2015 27 Feb '15

7:53 a.m.

Hi, A customer send one message with the same email address and same subject than an 3 years old ticket. My config : PostmasterFollowUpSearchInBody : Yes PostmasterFollowUpSearchInReferences : Yes This new message was considered like a follow up. But in this case it's wrong. So, can I split this ticket ? and how ? Thanks and regards Claude

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Frank Thommen

27 Feb 27 Feb

9:44 a.m.

On 27.02.15 08:53, claude wrote:

Hi,

[...]

So, can I split this ticket ? and how ?

See the commented attached screenshot (from AgentTicketZoom). frank

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Frank Thommen

9:46 a.m.

On 27.02.15 10:44, Frank Thommen wrote:

On 27.02.15 08:53, claude wrote:

...
Hi,

[...]

So, can I split this ticket ? and how ?

See the commented attached screenshot (from AgentTicketZoom). frank

btw: It will split exactly at the message where you click "split". f.

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claude

11:19 a.m.

Hi, Thanks for your response but in my OTRS I do not have this button. I have an old version 2.4.7 Perhaps do I disabled this or doesn't exist in this version? Claude

On 27.02.15 10:44, Frank Thommen wrote:

...
On 27.02.15 08:53, claude wrote:

...
Hi,

[...]

So, can I split this ticket ? and how ? See the commented attached screenshot (from AgentTicketZoom). frank btw: It will split exactly at the message where you click "split". f.

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Alvaro Cordero

10:45 p.m.

Hello, Split was available in 2.4.x, you can disable or enable it in Sysconfig. look for Split into the options and you should get various references. Split always use AgentTicketPhone screen. You alos need to consider that you can only split on any external-note or customer or email article. Best Regards. 2015-02-27 5:19 GMT-06:00 claude :

Hi,

Thanks for your response but in my OTRS I do not have this button.

I have an old version 2.4.7

Perhaps do I disabled this or doesn't exist in this version?

Claude

On 27.02.15 10:44, Frank Thommen wrote:

...
...
On 27.02.15 08:53, claude wrote:

...
Hi,

[...]

So, can I split this ticket ? and how ?

See the commented attached screenshot (from AgentTicketZoom). frank

btw: It will split exactly at the message where you click "split". f.

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net

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claude

2 Mar 2 Mar

11:29 a.m.

Hi, I enabled the AgentTicketPhone option and now I can split à ticket. Thanks and regards Claude -------- Message original -------- *Sujet: *[INTERNET] Re: [otrs] How to split a ticket *De : *Alvaro Cordero *Pour : *User questions and discussions about OTRS. *Date : *27/02/2015 23:45

Hello,

Split was available in 2.4.x, you can disable or enable it in Sysconfig. look for Split into the options and you should get various references. Split always use AgentTicketPhone screen. You alos need to consider that you can only split on any external-note or customer or email article.

Best Regards.

2015-02-27 5:19 GMT-06:00 claude mailto:pref-otrs@haute-garonne.gouv.fr>:

Hi,

Thanks for your response but in my OTRS I do not have this button.

I have an old version 2.4.7

Perhaps do I disabled this or doesn't exist in this version?

Claude

On 27.02.15 10:44, Frank Thommen wrote:

On 27.02.15 08:53, claude wrote:

Hi,

[...]

So, can I split this ticket ? and how ?

See the commented attached screenshot (from AgentTicketZoom). frank

btw: It will split exactly at the message where you click "split". f.

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-- /Alvaro Cordero Retana Consultor de Tecnologias/ /Tel: 22585757 ext 123/ /Email:/ alvaro@gridshield.net mailto:alvaro@gridshield.net

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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LQ Marshall

27 Feb 27 Feb

5:48 p.m.

Don't know when split was added, but if it isn't available in v2.x, can't be turned on, and upgrading isn't possible, then you could solve the problem by... 1. Creating a new ticket, 2. Move the applicable articles to the new ticket. MySQL command to move an article from one ticket/job to another is... update article set ticket_id= where id= I would recommend looking at your database before executing and making sure that this command is accurate. You can find the ticket_id and article_id from the OTRS web interface by clicking on the article/ticket; the URL will include the detail. Making edits to the DB can frag your system if done incorrectly. Check, confirm, recheck before making a mess. I've used a similar procedure to un-merge tickets and perform similar maintenance and corrective actions. gl, LQM -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of claude Sent: Friday, February 27, 2015 2:53 AM To: otrs Subject: [otrs] How to split a ticket Hi, A customer send one message with the same email address and same subject than an 3 years old ticket. My config : PostmasterFollowUpSearchInBody : Yes PostmasterFollowUpSearchInReferences : Yes This new message was considered like a follow up. But in this case it's wrong. So, can I split this ticket ? and how ? Thanks and regards Claude --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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participants (4)

Alvaro Cordero
claude
Frank Thommen
LQ Marshall