Article move

[gawkla]

Hello Team.
I have OTRS free version 6.0.15
I know that this question was asked many times, and many times the only answer answered was "it is not possible".

Sorry, but I have ask this again.
I *really* need *sometimes* to move article between tickets. It is because sometimes agents or customers made mistakes and write answers below wrong tickets. I know all about database consistency etc. I don’t want to break this. I only want to have things in correct places.

After many tries how to resolve this “issue” I found two things:

1) there is 3-party extension "ArticleCopyMoveDelete”. Does this extension require special configuration? I have installed it in OTRS 6.0.15 but I can't see any option to move article...
Any help appreciated.

2) I can simple change Ticket_id field in Articles table. But this isn't so simple. It doesn't work, because as far as I know, ticket "preview" is stored somewhere but not generated online when ticket is opened. In this case the question is: is there any way to force regenerate ticket "preview" html document???

many thanks for any help.

[gawkla]

Ad.1
I found, that there is config option (groups): Frontend::Module###AgentArticleCopyMove
I don't see any related options because I have non standard groups in my system.

After configure correct groups I can see option to move articles.

But new question is: is there possibility to allow this feature for other peoples, not only to creator of article?

[zzz]

Hey,

Isn't every agent able to move the article?
The settings "Frontend::Module###AgentArticleCopyMoveAgentArticleCopy" -> Group is set to "users" by default.

Even if you move the article, another notification will not be sent to the new customer. That's at least what I am guessing without analyzing the package. Will that do it for you?

— Emin

[gawkla]

In my case:
I have to be owner of the ticket or responsible
Still no all articles have option to move

Yesterday I found interesting thing.
When I moved article between tickets by changing ticket_id in database nothing happened. But when I changed owner of the first ticket articles looks like moved to correct one. I will check this path.

[zzz]

Making direct changes to the database won't clear the cache.

I just peeked into the code of the package.

Check the file Kernel/Output/HTML/FilterElementPost/ArticleCopyMoveDelete.pm
at line 133–139

Just try to command these lines out and try it out. That sounds more promising than custom changes.

— Emin

[gawkla]

Hi.
I am able only to copy/move first visible article (last entered for example: #7). I have articles sorted by last entered on top.

OK, I found it. If i switch to view only one article it works fine