PHPJunkyard support forum

Posted: **Wed Aug 14, 2024 9:50 am**

Hi,

One more small mod from my side, helpful for situation, when merging tickets and they have different customer emails (so no email will be lost due to merge).

File needed to modify is> /inc/admin_functions.inc.php.
Working on HESK: 3.4.6.

1) Find "/* Set some variables for later */" (~line 156) and add>

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	$merged_mail = $ticket['email'];

2) Few lines later find:

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        /* Get required ticket information */
        $res = hesk_dbQuery("SELECT `id`,`trackid`,`category`,`name`,`message`,`message_html`,`dt`,`time_worked`,`attachments` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");

And replace with:

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        /* Get required ticket information */
        $res = hesk_dbQuery("SELECT `id`,`trackid`,`category`,`name`,`message`,`message_html`,`dt`,`time_worked`,`attachments`,`email` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` WHERE `id`='".intval($this_id)."' LIMIT 1");

3) Few lines later after:

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        /* Has this user access to the ticket category? */
        if ( ! hesk_okCategory($row['category'], 0) )
        {
        	continue;
        }

add:

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		// Mod: Add email and customer name
		$customer_name = $row['name'];
		$customer_email = $row['email'];
		
		if ($merged_mail != $customer_email)
		{
			hesk_dbQuery("UPDATE `".hesk_dbEscape($hesk_settings['db_pfix'])."tickets` SET `email`='".hesk_dbEscape($ticket['email']).",".hesk_dbEscape($customer_email)."' WHERE `id`='".intval($merge_into)."'");
		}
		// end mod

4) Then find :

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		/* Log that ticket has been merged */
		$history .= sprintf($hesklang['thist13'],hesk_date(),$row['trackid'],addslashes($_SESSION['name']).' ('.$_SESSION['user'].')');

And after that add:

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		// Mod: add history note with old name/mail also for all merged tickets.
		$history .= '<li class="smaller"> | '. $hesklang['customer']. ': ' . addslashes($customer_name) . ' ' . addslashes($customer_email) .'</li>';

Posted: **Wed Aug 14, 2024 4:15 pm**

Thanks for sharing!

PHPJunkyard support forum

[mod] add different emails on ticket merge

[mod] add different emails on ticket merge

Re: [mod] add different emails on ticket merge