[URGENT] Splitting ticket, maintain date received?

[kmdot]

Hi

I need to be able to split tickets but keep the original date that it was received.

This is because some people open tickets with loads of issues, and most the time each issue needs its own ticket. So I was thinking of using the split feature, but it creates a ticket from new, rather than duplicating the old ticket?

any ideas?

Really, i want to just duplicate a ticket.

thanks

[crythias]

It's not possible without enhancement/development. I understand, generally, what you're asking to do, and the ticket splits still link to the original ticket... If you Parent/Child the ticket split, it could help a bit. Otherwise, splitting the ticket the day you get it (yes, I know, not always possible) mitigates somewhat.

Kernel/System/Ticket.pm holds the TicketCreate sub, which is coded to use current_timestamp for all created tickets.

Code: Select all

    # create db record
    return if !$Self->{DBObject}->Do(
        SQL =>
            'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id,'
            . ' user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id,'
            . ' ticket_answered, escalation_time, escalation_update_time, escalation_response_time,'
            . ' escalation_solution_time, timeout, service_id, sla_id, until_time,'
            . ' valid_id, archive_flag, create_time, create_by, change_time, change_by)'
            . ' VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, ?,'
            . ' current_timestamp, ?, current_timestamp, ?)',

[kmdot]

So if i modify

. ' current_timestamp, ?, current_timestamp, ?)',

with the received date stamp, will that solve the issue?

[crythias]

It's a bit more involved than that. You'd have to find a way to inherit the original ticket's create stamp in the split and pass it to TicketCreate.