Ugo Bellavance schreef:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work?
I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Hello Ugo, We use OTRS because we are a small non-profit organisation with zero budget, so we use Free Software. The person who installed it, doesn't have a lot of time, there are no written policies, and everyone else uses OTRS by randomly poking and hoping that nothing breaks. I want to clean it up because it is really neglected and a bit unworkable. For example there are 83 open tickets and the oldest is 445 days old, and last time anyone opened OTRS was probably over a month ago (me, when I was poking around last time). But perhaps I shouldn't touch OTRS at all, because I didn't install it, and if I break it, I'll have to maintain it... :( I'm really lost in the OTRS manual. I have grepped for the word "merge""", googled, searched, everything. As far as I can tell, I should be able to use a "filter" so that the original ticket with the state "merged" is no longer visible. Or perhaps the problem is that I have this filter, but that the ticket doesn't get the merged state after I do a merge? I know I should ask questions the smart way, but I'm really lost and I don't even have a clue where to begin. Kind regards, Amedee