The problem surely isn't the same, but you can always modify the code or write your own agent to do whatever you like with it.
Umberto On 9/10/07, Kaiser, Hans <[EMAIL PROTECTED]> wrote: > > Umberto Nicoletti wrote: > On 9/4/07, Kaiser, Hans <[EMAIL PROTECTED]> wrote: > > > Umberto Nicoletti wrote: > > > In my case I had to write a GenericAgent extension, that is a custom > perl generic agent that does exactly the merge (and close) of closed > tickets for situations where a third-party notifies via email that the > issue has been solved. > It requires Perl knowledge to write such an agent. > > Umberto > > > Hello Umberto, > > thank you for the answer, I was despaired, that no one seems to answer. > > For your solution, was it the problem, that the tickets has been merged? > > We have two separate otrs instances and tickets created in the slave > instance had to be joined (and closed) to the original ticket on the > master otrs instance. > I can post the agent code if you want. > > Umberto > > > Hello Umberto, > > I am not sure if it is the same problem? > I have only one instance, and I get often repeating reports e.g. > nightly-backup failed, which we need for documentation. Therefore we want to > merge all backup-failed tickets of one customer to one longterm ticket. So > if there would be an problem, we can tell him why (e.g. media not changed by > the customer or similar) > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
