KB: Moving Tickets From One Account to Another
Description
The service tickets created for each customer are created with a permanent link to the account it’s created for, which cannot be adjusted to a different account for several reasons. However, sometimes it is required to move tickets that were mistakenly created for the wrong account.
Resolution
The following will show you how to copy a ticket to a different account, even if it already has additional database entries (Charges, Documents, Messages, History Notes, Appointments, Tasks, etc.) created for the service ticket. The following method will work for all tickets, even if they’re already closed.
Copying the ticket details
The first step in moving a service ticket is to copy the main ticket data to a new ticket. This can easily be done by right clicking a service ticket and selecting Copy… once this has been done, all text filled in the ticket will also be copied with the main ticket container. Don’t forget to take note of the old ticket number and the new ticket number, once you’ve copied the ticket.
Moving referenced items to the new ticket
Once you have created the new ticket, all the appointments, tasks, charges, and history notes are ready to be moved to the new ticket. The easiest way to do this is to select every item in the pending/charges/history/docs/msgs tabs of the original ticket, and reselect the newly created ticket. This will effectively move the subsequent entries to the new ticket, also adjusting the account and contact you’ve selected while creating the new ticket in the previous section.
Final
Once all the steps have been followed, you should now have a new ticket with all the entries and info that has been accumulated during the lifetime of the original ticket. All that’s left to do is mark the new ticket as closed, if needed. Also, at this point, you have the option to delete the original ticket that you copied to the new account; however, be sure to locate the older ticket first, in order to make sure you don’t delete the new ticket.
