User email change loses ticket history?

Ronny · **User email change loses ticket history? -** 11-08-2006, 06:51 AM

If I change the email on an account, the user loses it's ENTIRE ticket history.

Right now I'm simply adding the new email to the account, but this is going to create extra email overhead.

Is there a way to change it without losing the entire ticket history? Am I missing something very simple?

Jeff Shafe · **E-mail address changes -** 18-10-2006, 05:57 PM

Ditto.

We love Kayako but the apparent inability to change a user's e-mail address without losing their ticket history results in lot of manual labor, since each ticket then has to be changed over manually to the new address.

Is there a way to globally change everything related to a specific e-mail address over to a different address from within Kayako?

xfriday · **Is there any solution to this? -** 28-10-2006, 12:43 PM

One of my clients changed his email from cox to another ISP and he has more than 300 tickets. Is there anyway we can move all the tickets that belong to him to the new email address?

Racked Hosting · 28-10-2006, 07:16 PM

Quote:

Originally Posted by xfriday

One of my clients changed his email from cox to another ISP and he has more than 300 tickets. Is there anyway we can move all the tickets that belong to him to the new email address?

I don't guarantee this because I am not sure if there are other tables tracking it. but this shouldn't harm anything.

run this SQL query

Code:

UPDATE `swtickets` SET email='put_new_email_here' WHERE email='put_old_email_here'

supportskins · 28-10-2006, 07:59 PM

Just open the old tickets (if you have the Ticket IDs) and change the email address using which the ticket was created to the client new emails address. This can be frustrating but will definately work and restore your clients history.

User Name · 29-10-2006, 12:44 AM

Quote:

Originally Posted by supportskins

Just open the old tickets (if you have the Ticket IDs) and change the email address using which the ticket was created to the client new emails address. This can be frustrating but will definately work and restore your clients history.

One guy said he had 300 tickets. Are you kidding? Find the ID for 300 tickets and change them manually? Ha, ha.

Racked Hosting · 29-10-2006, 02:50 AM

Quote:

Originally Posted by User Name

One guy said he had 300 tickets. Are you kidding? Find the ID for 300 tickets and change them manually? Ha, ha.

that's where my SQL query helps

Vircon · 29-10-2006, 10:43 AM

The sql query is nice, but not a permanent good solution. Maybe Kayako can resolve this issue in a new release.

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Ronny Offline Member Posts: 35 Join Date: Jul 2003	User email change loses ticket history? - 11-08-2006, 06:51 AM If I change the email on an account, the user loses it's ENTIRE ticket history. Right now I'm simply adding the new email to the account, but this is going to create extra email overhead. Is there a way to change it without losing the entire ticket history? Am I missing something very simple?

xfriday Offline New Member Posts: 3 Join Date: Feb 2006	Is there any solution to this? - 28-10-2006, 12:43 PM One of my clients changed his email from cox to another ISP and he has more than 300 tickets. Is there anyway we can move all the tickets that belong to him to the new email address? xFriday Consulting Services Kayako Installation and Hosting on Windows 2003 Dual XEON Servers

Vircon Offline New Member Posts: 8 Join Date: Aug 2006	29-10-2006, 10:43 AM The sql query is nice, but not a permanent good solution. Maybe Kayako can resolve this issue in a new release.