New ticket id creation when a user replies for a older ticke

[dileep0358]

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

[dileep0358]

dear community,

i am waiting for your reply.

[jojo]

you can change the behaviour on the Queue Settings

(It seems that your requirements will need some commercial support)

[dileep0358]

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

[Alexander Halle]

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.

[dileep0358]

thans for your reply..........
it really helpfull for me.

[dileep0358]

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.

[dileep0358]

dear community,
Is there any updation regarding this problem in new version of otrs?

[jojo]

it is not an OTRS issue it is a configuration issue. please read the answers you got

[dileep0358]

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

[jojo]

No, this can not be done

[dileep0358]

any other solution ....

[jojo]

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

[dileep0358]

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)

[jojo]

Please read and understand the development documentation on doc.otrs.org or get it developed by a commercial service provider

[dileep0358]

dear community,

i read the manual which helped me to do the development and i got the solution.

thanks,
dileep kumar singh