Hello,
our Agents did missing the feature to merge more than one Ticket at one
time. So I did try to integrate the merge feature into the Bulk-Action.
I attached two diffs which seems to make it possible, but only very
simple and I think there should be some more checks.
In AgentTicketBulk.pm I did for each Ticket a Ticket->Merge, if it fails
it do an Notice(?). After the first merge I set a flag, so that a note
would not be added twice. I think the Queue-Set is ok. The State-Set
should be overwritte through Ticket-Merge. The unlock should also be ok.
All works for us, are there some conditions which I did not mind? Also I
don't understand how to report errors the right way, what happen if one
merge fails -- I don't know how to test this.
Regards,
Alex
PS: We are running OTRS 2.0.1
--
Alexander Koch, mailto: [EMAIL PROTECTED]
ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe
Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191
http://www.ilk.net
--- AgentTicketBulk.dtl.orig 2005-10-27 14:32:55.000000000 +0200
+++ AgentTicketBulk.dtl 2005-10-27 15:55:04.000000000 +0200
@@ -96,6 +96,11 @@
<td class="contentkey">$Text{"Unlock Tickets"}:</td>
<td class="contentvalue">$Data{"UnlockYesNoOption"}</td>
</tr>
+ <tr>
+ <td class="contentkey">$Text{"Merge to:"}:</td>
+ <td class="contentvalue"><input type="text" name="MainTicket"
size="30"></td>
+ </tr>
+
</table>
<input class="button" accesskey="g" type="submit" value="$Text{"submit"}"
onclick="return submit_compose();">
</form>
--- AgentTicketBulk.pm.orig 2005-10-27 15:55:45.000000000 +0200
+++ AgentTicketBulk.pm 2005-10-27 16:27:35.000000000 +0200
@@ -63,6 +63,8 @@
}
$Output = $Self->{LayoutObject}->Header();
# process tickets
+ # tag for merge feature
+ my $merged = 0;
foreach (@TicketIDs) {
my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $_);
# check permissions
@@ -125,7 +127,7 @@
my $ArticleTypeID = $Self->{ParamObject}->GetParam(Param
=> 'ArticleTypeID') || '';
my $ArticleType = $Self->{ParamObject}->GetParam(Param =>
'ArticleType') || '';
- if (($Subject || $Body) && ($ArticleTypeID||$ArticleType))
{
+ if (($Subject || $Body) && ($ArticleTypeID||$ArticleType)
&& ! $merged ) {
my $ArticleID = $Self->{TicketObject}->ArticleCreate(
TicketID => $_,
ArticleTypeID => $ArticleTypeID,
@@ -163,6 +165,20 @@
);
}
}
+ # merge
+ my $MainTicket = $Self->{ParamObject}->GetParam(Param =>
'MainTicket') || '';
+ my $MainTicketID = $Self->{TicketObject}->TicketIDLookup(
TicketNumber => $MainTicket ,
+ UserID => $Self->{UserID} ) || '';
+
+ if( $MainTicketID ) {
+ if( $_ == $MainTicketID ||
!$Self->{TicketObject}->TicketMerge(MainTicketID => $MainTicketID,
MergeTicketID => $_, UserID => $Self->{UserID})) {
+ $Output .= $Self->{LayoutObject}->Notify( Info =>
+ "Can't Merge $_ to $_" );
+ }
+ else {
+ $merged = 1;
+ }
+ }
# Should I unlock tickets at user
request?
if
($Self->{ParamObject}->GetParam(Param => 'Unlock')) {
$Self->{TicketObject}->LockSet(
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