Dear all,
Is it possible and how: Some users have been edited (Email and Organization) from old emails and organizations to new ones. Is it possible that the tickets of these users in the system appear and be part of the organization and with old emails, while from the specified date e.g. July 1st each ticket continues to be part of the new organization (email and organization too).
Add here that the users and organizations have only been edited and not created as new ones.
If so please tell me what to do and how to fix this step by step.
Best regards,
Besfort
There’s no built-in Zammad feature to move open tickets to a new organization automatically from a specific date.
Manual option:
• Use the search to filter open tickets by created_at or updated_at from your target date.
• Bulk-select and change the organization field.
Automated option (API):
• Query tickets with status “open” and date criteria.
• Update the organization via the API.
API reference:
No, until 1st July all of tickets are closed, there’s no open ticket. That’s what i asked for if there’s any way to hold old tickets in old organization, and new tickets from 1st July in new organization with same user.
That’s actually how Zammad is designed to work. When you change a user’s organization, it only affects new tickets going forward. Closed tickets keep their original organization.
If you want all tickets before July 1 to stay with the old organization, and all new tickets from July 1 onward to use the new organization, just change the user’s organization on July 1.
Make sure in Admin > Settings > Ticket you set “Ticket Organization Reassignment” to “Do not update any tickets”. That way, existing tickets won’t change, and new tickets will automatically use the new organization.