OTRS 6 Feature: Revised “Split” functionality

Robert Ullrich19. Oct 2017 | DevelopmentMiscellaneous


The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept. 

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

Since OTRS 5 it was only possible to split an article into a new phone ticket. Finally, this change in OTRS 6, because you now have the possibility to decide if an article should be split into a new

  • “Email ticket”
  • “Phone ticket”
  • “Process ticket”

OTRS 6 ticket split dialog 1

If you select “Process ticket” in the selection dialog an additional selection will be available.

OTRS 6 ticket split dialog 2

Select a specific process and the first activity dialog of this process will be shown afterward.

OTRS 6 ticket split dialog 3


Furthermore, did you know? Contributing to OTRS has never been that easy. Just head over to otrs.github.io to find all you need to get started. We’re looking forward to your great ideas!

Jens Bothe at 19.11.2018, 20:45

Actually this is only possible via a loopback webservice

Tim Flad at 30.10.2018, 19:43

nice function but i split a ticket in a other queue but will not informed when my split ticket is close? i can also not do this with a generic agent or a status like wating for split ticket? you have a solution for that?

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