New ticket id creation when a user replies for a older ticke
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- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
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- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
New ticket id creation when a user replies for a older ticke
Dear community,
problem statement-
when a user replies on a older ticket it gets reopened with same ticked id.
requirement-
we want that if user replies for a older ticket after few days a new ticket with new ticked id should create.
regards,
dileep kumar singh
problem statement-
when a user replies on a older ticket it gets reopened with same ticked id.
requirement-
we want that if user replies for a older ticket after few days a new ticket with new ticked id should create.
regards,
dileep kumar singh
-
- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
i am waiting for your reply.
i am waiting for your reply.
Re: New ticket id creation when a user replies for a older t
you can change the behaviour on the Queue Settings
(It seems that your requirements will need some commercial support)
(It seems that your requirements will need some commercial support)
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- Znuny newbie
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- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
i have three options in case of ticket follow-up-
1. Possible
2. New Ticket
3. Reject
i want that if user follow-up a ticket within 24 hours its get re-opened but if follow-up time is greater than 24 hour a new ticket should create.
please tell me how i can do this and give me a idea that which perl modules are responsible for ticket follow-up.
Regards,
Dileep Kumar Singh
i have three options in case of ticket follow-up-
1. Possible
2. New Ticket
3. Reject
i want that if user follow-up a ticket within 24 hours its get re-opened but if follow-up time is greater than 24 hour a new ticket should create.
please tell me how i can do this and give me a idea that which perl modules are responsible for ticket follow-up.
Regards,
Dileep Kumar Singh
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- Znuny expert
- Posts: 296
- Joined: 04 Jul 2010, 17:49
- Znuny Version: 3.1.x
- Real Name: Alexander Halle
- Company: radprax MVZ GmbH
- Location: Wuppertal
- Contact:
Re: New ticket id creation when a user replies for a older t
As you know you can change queue settings, so that follow-ups for closed tickets become new tickets.
Idea:
Simply add a new state "finshed" to mark tickets as closed. After 24h finally close all tickets via GenericAgent, that have not been changed within the last 24 hours.
Of course this will have side effects since the closing of tickets is delayed by 24 hours.
Sorry, I don't know where to change the code for a better solution.
BTW, if you have not that much tickets you can simply use our workflow: Follow-Ups for closed tickets always become new tickets and we simply merge these new tickets manually with the old ones if necessary and legitimate.
Idea:
Simply add a new state "finshed" to mark tickets as closed. After 24h finally close all tickets via GenericAgent, that have not been changed within the last 24 hours.
Of course this will have side effects since the closing of tickets is delayed by 24 hours.
Sorry, I don't know where to change the code for a better solution.
BTW, if you have not that much tickets you can simply use our workflow: Follow-Ups for closed tickets always become new tickets and we simply merge these new tickets manually with the old ones if necessary and legitimate.
Alexander Halle
OTRS Community Links: User Meetings, Projects
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OTRS Community Links: User Meetings, Projects
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- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
thans for your reply..........
it really helpfull for me.
it really helpfull for me.
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- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
please tell me the name of perl module having ticket follow-up logic, so that i can modify that according to
our requirement.
please tell me the name of perl module having ticket follow-up logic, so that i can modify that according to
our requirement.
-
- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
Is there any updation regarding this problem in new version of otrs?
Is there any updation regarding this problem in new version of otrs?
Re: New ticket id creation when a user replies for a older t
it is not an OTRS issue it is a configuration issue. please read the answers you got
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
my question is-
if follow-up comes on a closed ticket within 24 hour , ticket should reopen and if time exceeds 24 hour a new
ticket should create . can we do this with configuration?
regards,
dileep kumar singh
my question is-
if follow-up comes on a closed ticket within 24 hour , ticket should reopen and if time exceeds 24 hour a new
ticket should create . can we do this with configuration?
regards,
dileep kumar singh
Re: New ticket id creation when a user replies for a older t
No, this can not be done
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
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- Znuny newbie
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Re: New ticket id creation when a user replies for a older t
any other solution ....
Re: New ticket id creation when a user replies for a older t
you need to develop it. Please read and understand the development documentation on doc.otrs.org or get it developed by a commercial service provider
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
i tried to develop but getting so many error please see the code which i have placed in PostMaster.pm module before line no- 268 (create new ticket) . please tell me the solution.
#ticket follow-up
my $SQL = "SELECT * FROM otrs.ticket t WHERE ticket_state_id = '2' AND change_time = change_time";
$Self->{DBObject}->Prepare(
SQL => $SQL,
Bind => [ $Td, $changetime ],
$start = strtotime($changetime);
$end = strtotime($SystemTime );
$difference = $end - $start
$hour_difference = $difference / 3600;
# create a new ticket
if ( $FollowUpPossible =~ /new ticket/i && $State{TypeName} =~ /^close/i && $hour_difference > 10)
i tried to develop but getting so many error please see the code which i have placed in PostMaster.pm module before line no- 268 (create new ticket) . please tell me the solution.
#ticket follow-up
my $SQL = "SELECT * FROM otrs.ticket t WHERE ticket_state_id = '2' AND change_time = change_time";
$Self->{DBObject}->Prepare(
SQL => $SQL,
Bind => [ $Td, $changetime ],
$start = strtotime($changetime);
$end = strtotime($SystemTime );
$difference = $end - $start
$hour_difference = $difference / 3600;
# create a new ticket
if ( $FollowUpPossible =~ /new ticket/i && $State{TypeName} =~ /^close/i && $hour_difference > 10)
Re: New ticket id creation when a user replies for a older t
Please read and understand the development documentation on doc.otrs.org or get it developed by a commercial service provider
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 62
- Joined: 05 Oct 2011, 12:31
- Znuny Version: 4.0.12
- Real Name: Dileep Kumar SIngh
- Company: MotherSonsumi InfoTech & Designs Ltd.
Re: New ticket id creation when a user replies for a older t
dear community,
i read the manual which helped me to do the development and i got the solution.
thanks,
dileep kumar singh
i read the manual which helped me to do the development and i got the solution.
thanks,
dileep kumar singh