use dynamic fields to link or merge tickets

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Znuny expert
Posts: 267
Joined: 16 Apr 2016, 08:55
Znuny / OTRS Version: see in post
Real Name: Hans

use dynamic fields to link or merge tickets

Post by hkais »

assume you have a external ticket number. And especially enterprises like amazon and others are not really taking care of your e-mail headers to have a auto merging of your tickets in Znuny.

Now you want to be able to:
1. search/detect these tickets with generic agent and you can reexecute over and over again
2. extract referenced tickets (you can do this with: find & extract values from ticket body into variables/dynamic fields )
3. link or merge this tickets

The second set was implemented to make the world easier for power users in Znuny. So Znuny is already doing the senseless over and over repeating tasks of merging or linking tickets together, which belong together.

We are considering about to publish the code with a small symbolic usage fee. Let me know if you have interest by either messaging me via PN or by posting here your interest.
Elected 2022-06 as an IT Governance Portal Expert. The portal for Znuny, OTRS and OTOBO users
Znuny newbie
Posts: 57
Joined: 31 Jul 2022, 12:27
Znuny / OTRS Version: 6.4.2
Real Name: David Müller

Re: use dynamic fields to link or merge tickets

Post by disciple »

do you have a video or a demo of the feature?

I do not understand this feature

what I would like to have

1. search for a specific ticket
2. fetch specific details from the ticket
3. based on this details, assign the ticket to the originating ticket
4. merge the ticket together

is this what your solution provides?
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