[otrs] State of a Ticket & Grouping of Tickets

[Martin Edenhofer]

Hi,

On Tue, Jun 18, 2002 at 10:11:26AM +0200, Stefan Schmidt wrote:

> > So here a real life scenario. I have a Queue for our web developers.
> > They come out with a new snapshot of a site and our internal staff
> > and the customer should have a look. A couple of people are
> > submitting the same error (maybe a missing image) and in this case it
> > would be nice to make the first ticket the "master ticket" and the
> > other ones duplicates. I know this from Bugzilla but this system
> > would be too complicated! ;-)
> >
> > The same could happen with a network outage or some other ISP related
> > problem.
> [...] 
> You would have to define a tag and then allocate this tag to all the 
> tickets belonging to the same 'class'. Then you would need an extra 
> function (bulk answer...) to write the answer, select the tag which 
> groups the messages and send out an answer to all these tickets and 
> close them.
> [...]

Ohh. Ja. Smart. Stefan you are great. That is a possible solution.    

I put this "bulk answer"-feature on the todo list (~beta8).  

> Stefan

  Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
"The number of Unix installations has grown to 10, with more expected."
                      The Unix Programmer's Manual, 2nd Edition, June 1972