Is it possible to easily re-assign (or append) the contents of one ticket in OTRS to be linked in under another ticket? The reason I ask is that the current ticket tracking system being used where I'm at has that functionality (either built-in or customized), since some people will send completely independent emails with what amounts to "followup" information to a pre-existing ticket.
Currently, every incoming email generates a new ticket, which makes linking this followup info difficult (though not impossible). What I'd like to do is have some sort of "reassign" field on the ticket view (probably in the Zoom), to link in the new ticket. Modifying the .dtl and writing a module isn't a problem (I'm evaluating and adding customizations to OTRS now, and it's a *really* nice system compared to what I've worked with in the past). Basically, my plan is to have a custom module modify the matching articles, changing the ticket_id field in the article table, to point to the ticket being appended, then closing the ticket the articles originally came from (I realize some of the text within the articles will be referring to the other ticket number, but that isn't a problem). What I'm concerned about is that I might have missed something somewhere along the line that could mess things up, corrupt data, etc. Since the current lack is seen by some people as a "show stopper" for moving to OTRS, I'm hoping it's really as simple as I think it is. Thanks, Mike -- Michael A. Gurski (opt. [first].)[EMAIL PROTECTED] http://www.pobox.com/~[last] 1024R/39B5BADD PGP: 34 93 A9 94 B1 59 48 B7 17 57 1E 4E 62 56 45 70 1024D/1166213E GPG: 628F 37A4 62AF 1475 45DB AD81 ADC9 E606 1166 213E 4096R/C0B4F04B GPG: 5B3E 75D7 43CF CF34 4042 7788 1DCE B5EE C0B4 F04B Views expressed by the host do not reflect the staff, management or sponsors. "The liberty of the individual must be thus far limited; he must not make himself a nuisance to other people." --John Stuart Mill (1806-1873)
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