[REQ] Posting data from a "closed" ticket to a follow up ticket

[arvin]

Hello,

Is this possible? ....in TTXTicket.pm at line 1195 is the code for the follow up msg

  }
  if ($query->param('do') && $t->{status} eq 'CLS' && !$isoper) {
    $query->param(-name => 'email', -value => $t->{email});
    $query->param(-name => 'name', -value => $t->{name});
    $query->param(-name => 'subject', -value => $t->{subject});
    $query->param(-name => 'problem', -value => TTXDictionary::translate('Posted as a followup to the closed Service Request').' #'.$t->{id}.
                                                ".\n\n".$query->param('problem'));
    return 'newticket';
  }

I think after line 1202 I can add a similar line to display the data from the closed ticket

$query->param(-name => 'Ticket', -value => $t->{ticket});   < --- NOT ACTUAL CODE

am I on to something here

[Sparky]

You want to post the entire contents of a closed ticket into a different or new ticket?

I'm afraid this is not as simple as adding a line or two of code.  Essentially, what's required to do this is very similar to my Ticket Merge modification.   

The code you quoted is just something simple that takes the input form from the ticket page and creates a new ticket instead of appending the old.  To duplicate all the old messages into the new ticket would be essentially the same result as just re-opening the closed ticket which is a much simpler thing to do.  I'm doing that in my system.

Instead of creating a new ticket when a customer responds, which can get annoying when they just want to say "thanks", I just automatically re-open the ticket.  I have a yellow warning banner which lets them know ahead of time that responding to the closed ticket will re-open it.  I've found this to be much easier than dealing with new tickets that sometimes are meaningless.

[Sparky]

Has your issue been resolved?   

[arvin]

Sorry ...I've been away on vacation .....

Yes ...kinda ... I reviewed the Ticket Merge Mod and that basically what I need ..... I downloaded it but haven't installed it yet ..... Sorry for the delay in my response

Cheers