Follow-up over merged Ticket

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hrobayo
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Posts: 8
Joined: 04 Feb 2019, 21:48
OTRS Version?: 6.0.16
Real Name: Hugo Camilo Robayo Ayala
Company: Aduana

Follow-up over merged Ticket

Post by hrobayo » 30 Apr 2019, 23:44

Good morning,

When a Subject follow-up is triggered over a merged ticket its return a TicketID from merged ticket not from linked ticket, it is a bug?.

I check over the configuration I cant't find how to change this, if I change de Subject.pm follow-up to return de TicketID of a linked ticked instead of a merged ticket it will cause a failure in other aspect of OTRS 6.x?

hrobayo
OTRS newbie
Posts: 8
Joined: 04 Feb 2019, 21:48
OTRS Version?: 6.0.16
Real Name: Hugo Camilo Robayo Ayala
Company: Aduana

Re: Follow-up over merged Ticket

Post by hrobayo » 09 May 2019, 16:26

I get the trace over the error, in this part of the code in Ticket.pm function TicketCheckNumber

This line do not the job (in otrs-6.0.16-01.noarch version)

if ( $Data->{Name} =~ /^.*%%\d+?%%(\d+?)$/ ) {

With this data

%%2019-036839%%679860%%2019-027992%%671012

It fails..

hrobayo
OTRS newbie
Posts: 8
Joined: 04 Feb 2019, 21:48
OTRS Version?: 6.0.16
Real Name: Hugo Camilo Robayo Ayala
Company: Aduana

Re: Follow-up over merged Ticket

Post by hrobayo » 09 May 2019, 18:15

The error is because we create another Ticket Number Format YEAR-COUNTER, now with this change at Tickte.pm TicketCheckNumber function it works fine...

if ( $Data->{Name} =~ /^.*%%\d{4,10}-\d{1,40}%%(\d+?)$/ ) {

jojo
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Re: Follow-up over merged Ticket

Post by jojo » 09 May 2019, 18:21

if you fiddle around with the code, this was to be expected...
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