Quite some time back, I wrote a mod to osTicket on the 1.6 release to add merge functionality and time tracking. You can see the post here. There were a few tweaks to bring it forward to the 1.9 platform which has now been release at 1.9.7, the latest vintage as of writing this.
If you’ve already upgraded to the 1.9 platform and made the original mods to your database, you can simply install the following files on your current release. If you haven’t done the database tweaks yet, you need to run the following two lines on your database via mysql directly or via phpMyAdmin:
ALTER TABLE `ost_ticket_response` ADD `invdate` DATE NULL , ADD `invtime` DECIMAL ( 10, 2 ) NULL , ADD `invtype` ENUM( 'Meal', 'No Charge', 'Remote Access', 'Off-site', 'Site', 'Travel', 'Phone' ) NULL ; ALTER TABLE `ost_ticket_note` ADD `invdate` DATE NULL , ADD `invtime` DECIMAL ( 10, 2 ) NULL , ADD `invtype` ENUM( 'Meal', 'No Charge', 'Remote Access', 'Off-site', 'Site', 'Travel', 'Phone' ) NULL ;
1.9.5.1 Download Mods
1.9.6 Download Mods
1.9.7 Download Mods
Will the version that you have for 1.9.7 work with 1.9.11? If not is there a timeline to get that working?
Haven’t tested yet. Give me a week to see and check out the changes.
Any chance you have been able to look at this for 1.9.12? Seems that one of the tables you list in the SQL statement is not longer used.
Hey Dave, would it work with 1.9.12? Really looking for functionality as described .
I am using this mod with 1.9.9 and it almost works. The merge menu appears on the ticket details page, but just as others have encountered the drop-down list for ticket merge options is not populated. I also get the #1048 db error. Currently reading through to see what tables it is trying to query, since I suspect I am missing some.
When trying to go to 1.9.12 I get the below error
INSERT INTO ost_ticket_thread SET ticket_id=929, source=”Web”, created=NOW(), thread_type=”M”, poster=”SYSTEM”, body=CONCAT(“Merged with ticket “, ( SELECT number from ost_ticket where ticket_id=” ));]
Column ‘body’ cannot be null
—- Backtrace —-
#0 (root)/include/mysqli.php(177): osTicket->logDBError(‘DB Error #1048’, ‘[INSERT INTO os…’)
#1 (root)/include/class.ticket-dsc1.php(76): db_query(‘INSERT INTO ost…’)
#2 (root)/include/class.ticket.php(58): include(‘(root)/i…’)
#3 (root)/scp/tickets-dsc1.php(3): Ticket->mergeTicket(”)
#4 (root)/scp/tickets.php(64): include(‘(root)/s…’)
#5 {main}
This is a perfect plugin…
Is there any possibility of getting this as a standard into osticket ?
The original of this was done back in 1.6 version and to date, it’s not been incorporated. A number of people have asked for it but the core group has not taken it upon themselves to pull it in.
D.
Hi Dave;
I downloaded osTicket 1.9.6 and merge1_9_6.zip file.
I installed osTicket following the wizard but the tables “ticket_response” and “ticket_note” do not exist in the database, so I can not install your modifications.
Do you know what it could be?
what version of the program are you running. Did you change anything on the deployment like custom prefaces for the tables?
Thank you for your quick response, Dave.
I downloaded the version 1.9.6 from github https://github.com/osTicket/osTicket-1.8/releases/tag/v1.9.6
I left prefixes default tables (ost_).
Here’s a screenshot with the tables I have in PHPMyAdmin
https://drive.google.com/file/d/0B6NK4dQJtnmeQVBwcldWN3dpYTA/view?usp=sharing
Hi All,
first of all, thank you for this plugin! It’s a perfect idea!
Now, i’ve a problem using this plugin: i’ve the “merge tab”, but the has no content. It display only a blank drop-down menu (ticket’s numbers, i suppose) and nothing else.
Thank you for your support / information
Lumak4
The drop down menu should list any open tickets with a matching email – the list usually contains the ticket number and title. Is that what you see?
Hi,
I don’t see nothing. Probably some php function are “to be completed”. Have you tested it or someone have tested it (v.1.9.6)?
I think that my “problem” is in the file “ticket_view.inc-dsc3.php”.
I’ve made some test, and i think the this part of the file
“while (list($ticket_id,$label) = mysql_fetch_row($lookuptickets)){?>
<option value="”>
”
The result is that i see the menu for selecting ticket to merge with, but without any content (no ticket number, no ticket label).
I’ve tested the query, and it list the corrent ticket numbers and the correct ticket label.
Do you have some “tips” ?
Thanks
Thanks!
Hi! OSticket released 1.9.8 , they’re going really fast this year.
I really hope you update the script alongside 🙂
Coming soon. Wrapping up couple other activities. Expect in a week or so.
Hi Dave,
Good work on this! Will it work with 1.9.8.1?
Thanks
Miles
Coming soon. Wrapping up couple other activities. Expect in a week or so.
Hi
I replace osTicket Merge 1.9.6 files but don’t have “MERGE” button on ticket website 🙁
and i have SQL error
[INSERT INTO ost_ticket_thread SET ticket_id=28, source=”Web”, created=NOW(), thread_type=”M”, poster=”SYSTEM”, body=CONCAT(“Merged with ticket “, ( SELECT number from ost_ticket where ticket_id=” ));] Column ‘body’ cannot be null
—- Backtrace —-
#0 (root)/include/mysqli.php(177): osTicket->logDBError(‘DB Error #1048’, ‘[INSERT INTO os…’)
#1 (root)/include/class.ticket-dsc1.php(76): db_query(‘INSERT INTO ost…’)
#2 (root)/include/class.ticket.php(58): include(‘/var/www/osTick…’)
#3 (root)/scp/tickets-dsc1.php(3): Ticket->mergeTicket(”)
#4 (root)/scp/tickets.php(64): include(‘/var/www/osTick…’)
#5 {main}
See email sent.
Hi, first of all thank you very much for your great work!
I got the same problem on my fresh osticket installation.
Merge button is shown but the log is full of error…
DB Error #1048[INSERT INTO ost_ticket_thread SET ticket_id=8, source="Web", created=NOW(), thread_type="M", poster="SYSTEM", body=CONCAT("Merged with ticket ", ( SELECT number from ost_ticket where ticket_id='' ));] Column 'body' cannot be null
another question… We need to export the tickets at the end of a month. Is it possible to add the “work durations” in there?
I’m a bit tied up right now. I’ll try to take a look at this within a couple weeks.
I’ve got a time export in the original (1.6 release I did) and on the 1.9 stream, I have a version with time durations in testing from input perspective right now but don’t have an export of the data yet even coded.