Many have been asking for these two features….
I've created a few updates…problem being is I'm deviating from the code now until it catches up. You take on my changes….you're on your own so to speak…or at least support from me….with my limited time….that said…
Merge Tickets…exactly as it says
Time Tracking… see notes below..
Since many people have been asking for these features, I've been slowly mod'ing my osTicket to suit my needs, which isn't to say it meets yours. Again, backup…backup…backup before trying anything I've provided.
The merge tickets simply does the following…
- merge the current ticket into the chosen one.
move all the notes, comments, etc from the current ticket to the chosen one.
puts a note on the current ticket that it was merged with the chosen one.
closes the current ticket.
The time tracking adds a date, time (expended) and type (enum values I've defined and used are Site, Off-site, travel, remote access, phone and meals). The date by default uses the current date. At this point, there is no "validation" of the data, ie, dates must be in format yyyy-mm-dd since that's mysql's only option, time must be a decimal or integer number, hours:minutes will fail. My time unit is hours but that's up to you how to use it. The enum values are also hard coded at this point. At some point, I'll probably query it from the database as well as add some validation…but not today. Those are the same categories I've used on my existing M$ access database system since 1995, hence the choices.
As before, simply expand the file located at http://www.davebour.com/misc/replacement_files.zip
Then copy the files replacing yours. rename your existing in case you have problems. Also see the notes comments folder. There are changes required to the database, specifically the addition of the date, time and type folders to the notes and response tables.
At this time, I'm running manual queries to get my data out, dump to my access database (since I still have to maintain the terms of service contacts, etc)..which then has an easy query I run, dump to excel with a preformatted structure that easily copy/pastes into my quickbooks. Until this development, it was a manual recopy of data from my outlook task list (parsing clients manually, retyping data….tedious and error prone…lucky to get done monthly…now…I can do it weekly or more often…less chance of losing billable hours now too, since my rule is EVERYTHING gets a troubleticket, hence opportunity to track work activity.
At some point, I'll create a page to do the same type output, but I guarantee it won't meet your needs so you're on your own there too. Hopefully this is helpful to you. If you have any questions, drop me a line from my contact me form on this website or phone me at 905.381.0077 X501.
Hello,
I’m using osticket 1.9.6 and put all the files from Dave Bour into the osticket directories as described. But I cant see tickets in the dropdown menu under the merge tab.
What could be the Problem?
Thanks
Do the other tickets match the email and are they open. It will only list for the merge open tickets with the matching email. If you still have trouble, email me privately at dave at davebour dot com and I will try to help.
1.9.7 released. See notes on new post at http://davebour.com/?p=180
Tried installing on 1.9.12
get the following 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}
Is the time tracking function working on 1.9.6?
yes
1.9.7 released. See notes on new post at http://davebour.com/?p=180
man seems the web page is not allowing for special characters
send me your email I can drop you the file.
Mail: melvindevnullnetwork
Thanks!
should be melvin at devnull dot network
1.9.7 released. See notes on new post at http://davebour.com/?p=180
<form id="merge" action="tickets.php?id=getId(); ?>#mergeTicket” name=”merge” method=”post” enctype=”multipart/form-data”>
<input type="hidden" name="ticket_id" value="”>
getId().’) and a.status_id = 1 and a.ticket_id ‘.$ticket->getId().’ order by `created` desc ‘;
$lookuptickets = db_query($sql);
while (list($ticket_id,$label) = db_fetch_row($lookuptickets)){
?>
<option value="”>
The new version dsc3 file starts with the following. Seems correct though.
<form id="merge" action="tickets.php?id=getId(); ?>#mergeTicket" name="merge" method="post" enctype="multipart/form-data">
<input type="hidden" name="ticket_id" value="">
Dear Michael,
Dave did a wonderful job, I would like to thank him so much he saves us a lot of work.
to make it work go to disc 3 php file and make sure that the php code start with rather
thank you dave again.
After updating osticket to 1.9.6 (I could not wait till tomorrow) I still cannot merge.
What’s wrong with dsc3 Mahmoud?
just write the word PHP into the PHP syntax which start the script portion in the html file
check here : http://www.w3schools.com/php/
Hi Dave,
Thank you for posting the update. I installed the missing files and still can’t merge tickets. There is no list of tickets from the same user in the merge tab.
Any suggestions?
Thank you.
Same here, merge option appears but no tickets are being loaded to merge.
Do you have any open tickets with matching email? Have to be open tickets to merge to. Please advise
Newest update for 1.9.6 posted now. Located at http://davebour.com/misc/merge1_9_6.zip
Yes we do have many tickets with matching email addresses. Thanks for the update! Tomorrow I will have time to test the update and get back here with the result.
Hi there,
We appare to be missing the following files from 1.9.5.1 tar.
ticket-view.inc-dsc1.php
ticket-view.inc-dsc2.php
Thanks in advance!
Resolved. Download again. Sorry for the confusion and delay in response. Been a little tied up lately.
After downloading the merge package it appears to be missing 2 files that are shown in the ‘diff’ file.
ticket-view.inc-dsc1.php
ticket-view.inc-dsc2.php
Am I missing something? Can you please repost the complete tar archive for the install?
Thank you
Resolved. Download again. Sorry for the confusion and delay in response. Been a little tied up lately.
Dear Dave,
I found your code for merging ticket on http://www.davebour.com/misc/merge1_9_5_1.tar but unfortunately there are a missing files like ticket-view.inc-dsc1.php and ticket-view.inc-dsc2.php.
please can you share it.
thank you.
Resolved. Download again. Sorry for the confusion and delay in response. Been a little tied up lately.
Hi Dave,
Please, do you have this files to osticket version 1.9.x?
Tks a lot!
Original code done at 1.6. Have 1.9.5.1 version now. Repost if interested.
Hey Dave, im intrested.
Thanks
Hey Dave,
im interested in the 1.9.5.1 Version
Best regards
Just +1’ing the post above this, will any of these mods work with osTicket 1.9.x?
The osTicket dev team seems to be extremely slow to add new features. Features which, in my opinion, should already be a part of the core experience.
Sorry to take so long to look at this. I just found the post in my spam-trash can and rarely look at the wp site itself given all the spam it gets.
To answer your question, tragically, no. I’m due to look at the 1.9 feature set and see what I can do with it as my installation getting a bit long in the tooth, but it’s a case of “if it works, don’t fix…I mean break it…”
Time has been a challenge of late…either too much work to do or not enough and scrambling to find it… Hacking projects like this alway make me tick..unfortunately, with this working adequately for me, I’ve not been inclined to hack it further as a bunch of new hacks are waiting on a few other projects that potentially generate me more money, never mind how I use it. If only I could get it to pick up my outlook exchange calendar – then I’d be really tempted to have it modified further.
Original code done at 1.6. Have 1.9.5.1 version now. Repost if interested.
Interested. Tried the version currently up and it didn’t work.
1.9.7 released. See notes on new post at http://davebour.com/?p=180
Hi Dave
Does your scripts work with any version later OSTicket1.7?
Thanks
Bobby
Original code done at 1.6. Have 1.9.5.1 version now. Repost if interested.
Hi Dave,
Looking for the demo of the time tracking changes you made. I would love to see them in action. Thanks.
Original code done at 1.6. Have 1.9.5.1 version now. Repost if interested.
Could not download the file replacement_files.zip.
Page error description:
Not Found
The requested URL /misc/replacement_files.zip was not found on this server.
Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Apache Server at http://www.davebour.com Port 80
Files restored.
D.