Add Merge Ticket Feature into osTicket v1.6 RC5

Have you ever wanted to merge one ticket to another in osTicket System? Well, here is the solution to implement it. I have successfully created the modification by adding a Merge Ticket tab on the bottom of the viewticket page in admin panel. This feature can only be accessed by user with admin and manager level. After merge a ticket to another, then the original ticket status will set to closed and that tab will be disappeared. You can now merge ticket as many as you want. This modification I created based on the similar modification in osTicket Discussion Forum, but with some enhancement I added to it. Click here to see the Merge Ticket scenario I created, and also click on here to see the progress of this feature.

1. Open your \include\staff\viewticket.inc.php file, and find this code:

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   <div style="margin-left: 50px; margin-top: 5px; margin-bottom: 10px;border: 0px;" align="left"> <input class="button" type='submit' value='Assign' /> <input class="button" type='reset' value='Reset' /> <input class="button" type='button' value='Cancel' onClick="history.go(-1)" /> </div> </p> </form> </p> </div> <?}?>

   after the last line of that code, please insert this following code:

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   <? //Admin and Manager function - merge tickets. if( ($thisuser->isadmin() || $thisuser->isManager() ) && ($ticket->getStatus()!='closed') ) { ?> <div id="mergeticket" class="tabbertab" align="left">   <h2>Merge Ticket</h2>   <? $sql = 'SELECT ticket_id, concat(ticketid,": ",subject) AS label FROM '.TICKET_TABLE.' WHERE email='. '(SELECT email FROM ost_ticket WHERE ticket_id = '.$id.') AND status '. '= "open" AND ticket_id <> '.$id.' ORDER BY `created` DESC '; $lookuptickets = db_query($sql); if (db_num_rows($lookuptickets)) { ?> <p> <form action="tickets.php?id=<?=$id?>#mergeticket" name="notes" method="post" enctype="multipart/form-data"> <input type="hidden" name="ticket_id" value="<?=$id?>"> <input type="hidden" name="a" value="mergeticket"> <input type="hidden" name="email" value="<?php echo $ticket->getEmail(); ?>"> <input type="hidden" name="status" value="<?php echo $ticket->getStatus(); ?>"> Merge this current ticket into ticket # <select id="keepticket" name="keepticket"> <?php while (list($ticket_id,$label) = db_fetch_row($lookuptickets)){ ?> <option value="<?=$ticket_id?>"><?=$label?></option> <? }?> </select> <div><input type="checkbox" value="1" name="notifycustomer" checked="true" />Send Email to Customer inform the Ticket Merging</div> <div style="margin-left: 50px; margin-top: 5px; margin-bottom: 10px;border: 0px;" align="left"> <input class="button" type='submit' value='Merge Ticket'/> <input class="button" type='reset' value='Reset' /> <input class="button" type='button' value='Cancel' onClick="history.go(-1)" /> </div> <?php } else { echo "Sorry, this ticket cannot be merged into another since there is no ticket has the same email address with this."; } ?> </p> </form> </p> </div> <?}?>

2. Open your \scp\tickets.php file, and find this code:

   162	case 'assign':

   before that line, please insert this following code:

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   case 'mergeticket': if( $ticket->mergeTicket($_POST['keepticket'], $_POST['notifycustomer'], $_POST['email'], $_POST['status'] )){ $title='Merged Tickets'; $msg='Ticket Has Been Sucessfully Merged.'; }else{ $errors['err']=$errors['err']?$errors['err']:'Unable to merge tickets or the ticket has been closed.'; } break;

3. Open your \include\class.ticket.php file, and find this code:

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   //online based attached files. function uploadAttachment($file,$refid,$type){

   before the first line of that code, please insert this following code:

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   //merge this ticket to another ticket function mergeTicket($keepticket,$notifycustomer,$email,$status) { global $cfg; global $thisuser; // update these tables...: // ost_ticket_attachment $sql1= 'UPDATE '.TICKET_ATTACHMENT_TABLE.' SET '. ' ticket_id='.db_input(Format::striptags($keepticket)). ' WHERE '. 'ticket_id='.db_input($this->getId()); // ost_ticket_message $sql2= 'UPDATE '.TICKET_MESSAGE_TABLE.' SET '. ' ticket_id='.db_input(Format::striptags($keepticket)). ' WHERE '. 'ticket_id='.db_input($this->getId()); // ost_ticket_note $sql3= 'UPDATE '.TICKET_NOTE_TABLE.' SET '. ' ticket_id='.db_input(Format::striptags($keepticket)). ' WHERE '. 'ticket_id='.db_input($this->getId()); // ost_ticket_response $sql4= 'UPDATE '.TICKET_RESPONSE_TABLE.' SET '. ' ticket_id='.db_input(Format::striptags($keepticket)). ' WHERE '. 'ticket_id='.db_input($this->getId()); // create message on this ticket about merge (ost_ticket_message) $sql5= 'INSERT INTO '.TICKET_MESSAGE_TABLE.' SET '. ' ticket_id='.db_input($this->getId()). ', source="Web"'. ', created=NOW()'. ', message=CONCAT("Merged with ticket ",'. ' ( SELECT ticketID FROM '.TICKET_TABLE.' WHERE ticket_id='.db_input(Format::striptags($keepticket)).' ))'. ';'; // close and unassign this ticket (ost_ticket) $sql6 = 'UPDATE '.TICKET_TABLE.' SET '. ' staff_id = 0'. ', status = "closed"'. ', updated=NOW()'. ', closed=NOW()'. ' WHERE '. 'ticket_id='.db_input($this->getId());   if((db_query($sql1)) && (db_query($sql2)) && (db_query($sql3)) && (db_query($sql4)) && (db_query($sql6)) ){ if ( db_query($sql5) && $msgid=db_insert_id() ); { // && $msgid=db_insert_id($res5) $sql7= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET '. ' msg_id='.db_input($msgid). ', ticket_id='.db_input($this->getId()). ', staff_id='.db_input($thisuser->getId()). ', staff_name='.db_input($thisuser->getName()). ', ip_address=""'. ', created=NOW()'. ', response=CONCAT("Ticket closed for merging reason ",'. ' ( SELECT ticketID FROM '.TICKET_TABLE.' WHERE ticket_id='.db_input(Format::striptags($keepticket)).' ))'. ';'; db_query($sql7);   $sqlt = 'SELECT ticketID FROM '.TICKET_TABLE.' WHERE ticket_id='.db_input(Format::striptags($keepticket)); $rest=db_query($sqlt); if($rest && db_num_rows($rest)) list($ticketID)=db_fetch_row($rest); $sqlm = 'SELECT m.msg_id FROM '.TICKET_MESSAGE_TABLE.' m, '.TICKET_TABLE.' t WHERE t.ticketID='.$ticketID.' AND m.ticket_id=t.ticket_id ORDER BY msg_id ASC LIMIT 1'; $resm=db_query($sqlm); if($resm && db_num_rows($resm)) list($msgid)=db_fetch_row($resm);   $sql8= 'INSERT INTO '.TICKET_RESPONSE_TABLE.' SET '. ' msg_id='.db_input($msgid). ', ticket_id='.db_input(Format::striptags($keepticket)). ', staff_id='.db_input($thisuser->getId()). ', staff_name='.db_input($thisuser->getName()). ', ip_address=""'. ', created=NOW()'. ', response=CONCAT("Ticket merged from ticket ",'.$this->getExtId().')'; db_query($sql8); }   if ($notifycustomer && ($status!='closed')) { $helpdesk_email=$cfg->getDefaultEmail(); $helpdesk_email->send($email, 'Merging Ticket #'.$this->getExtId().' to Ticket #'.$ticketID, 'Your ticket #'.$this->getExtId().' has been merged to ticket #'.$ticketID.'.'); } return true; } else { return false; } }

Enjoy the result, everyone!