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 On 9/3/07, Kaiser, Hans wrote:

Kaiser, Hans wrote:

is it possible to define a Massmerge by the GenericAgent? If so, how?

I am running otrs 2.04 ubuntu dapper default setup.

Hello again,

is there no possibility to use the merge in the genericAgent?

Isn't it possible? It would be kind, if I could get any response...

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On 9/4/07, Kaiser, Hans 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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The problem surely isn't the same, but you can always modify the code or write your own agent to do whatever you like with it. Umberto On 9/10/07, Kaiser, Hans wrote:

Umberto Nicoletti wrote: On 9/4/07, Kaiser, Hans 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)

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