OTRS 6 Improvement: Improved Ticket Merge functionality

Robert Ullrich23. 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.

The next improvement in my small blog series about “Changes in OTRS 6” is the improved ticket merge screen. Finally, you’ll have the possibility to search for a ticket number or a ticket title in ticket merge and bulk screens.

For example, if you search for two wildcards, OTRS 6 will display all available tickets.

OTRS 6 autocomplete ticket mergeOTRS 6 autocomplete ticket merge 2


In addition to that, an autocomplete list can be used to populate the ticket number field with a single click. This is useful to speed up the ticket merge process and to limit possible errors while merging tickets. There’s also an option to use a search filter option for the CustomerID. This will limit the results to tickets belonging to the same customer company as the source ticket.

OTRS 6 autocomplete ticket merge 3

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!

Sam at 08.11.2019, 15:11

Hi, This is great feature. Is it possible to select multiple tickets (check box click) from the search list and merge them all in a single click? Instead of entering ticket number.

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