MasterSlave

Compatibility OTOBO ≥ 11.0.x

Overview

The MasterSlave plugin adds a master/slave ticket relationship. In the basic configuration, changes to the master ticket (replies, notes, status, priority, owner, etc.) are automatically transferred to all assigned slave tickets. In advanced mode, master and slave tickets can be flexibly converted or resolved.

Installation

Via the Package Manager

Open System Administration → Package Manager in the OTOBO admin area.
Search for MasterSlave and click Install.

Manual Installation

Unpack the plugin archive to Kernel/Config/Files/.
Reload the file system in System Administration → Update.

System Requirements

Framework: OTOBO 11.0.x
Packages: —
Third-Party: —

Configuration (SysConfig)

Core Settings

Path	Purpose
Core::DynamicFields::DriverRegistration	`DynamicFields::Driver###MasterSlave` Registers the DF driver for Master/Slave.
Core::Event::MasterSlave	`Ticket::EventModulePost###MasterSlave` Registers the event module.
Core::MasterSlave::PreApplicationModule	`PreApplicationModule###AgentPreMasterSlave` Activates the field in email/phone tickets.
Core::MasterSlave::AdvancedEnabled	Enables advanced mode.
Core::MasterSlave::DynamicField	Defines the DynamicField name for master.
Core::MasterSlave::ForwardSlaves	Forwards “Forward” articles to slaves.
Core::MasterSlave::FollowUpdatedMaster	Allows slaves to follow new master relationships.
Core::MasterSlave::UpdateMasterSlave	Allows conversion in advanced mode.
Core::MasterSlave::UnsetMasterSlave	Removing the master/slave relationship.

ACL Settings

Path	Purpose
Core::Ticket::ACLACLKeysLevel3::Actions###888-MasterSlave	Action entries for Master/Slave in ACL.

Frontend Registrations

Path	Purpose
Frontend::Admin::ModuleRegistration::Frontend::Module###AdminDynamicFieldMasterSlave	Module in the admin interface
Frontend::Admin::ModuleRegistration::Loader::Loader::Module::AdminDynamicFieldMasterSlave###004-MasterSlave	Loader module for admin interface
Frontend::Admin::ModuleRegistration::MainMenu::Navigation###AdminDynamicFieldMasterSlave###004-MasterSlave	Menu entry in the admin main menu
Frontend::Agent::ModuleRegistration::Frontend::Module###AgentTicketMasterSlave	Module in the agent zoom menu
Frontend::Agent::ModuleRegistration::Loader::Loader::Module::AgentTicketMasterSlave###004-MasterSlave	Loader module for agent interface
Frontend::Agent::ModuleRegistration::MainMenu::Navigation###AgentTicketMasterSlave###004-MasterSlave	Menu entry in the agent main menu
Frontend::Agent::View::Dashboard::DashboardBackend###0900-TicketMaster	Dashboard: Master ticket overview
Frontend::Agent::View::Dashboard::DashboardBackend###0910-TicketSlave	Dashboard: Slave ticket overview
Frontend::Agent::View::TicketBulk::Module::Ticket::Frontend::BulkModule###010-MasterSlave	Bulk Action: Change Master/Slave
Frontend::Agent::View::TicketZoom::MenuModule::Ticket::Frontend::MenuModule###480-MasterSlave	Zoom menu: Change Master/Slave status

Usage in the Agent Interface

Dashboard: Under Overview → Tickets, you will find new dashlets for master and slave tickets.
Bulk Action: Group selection of multiple tickets and changing the master/slave status.
Ticket Zoom: MasterSlave button in the menu to create or change the relationship.

Limitations

In basic mode, it is not possible to change the master-slave status subsequently.
Some functions (conversion, resolution) are only available in advanced mode.

Support & Version

Manufacturer: Rother OSS GmbH
Version: 11.0.2 (26.09.2024)
Support: hello@otobo.de