Because the „old and original“ ticket switches to a special state (merged) and it´s article/contend  is moved to the other ticket.

If you now split it, OTRS will create a new ticket and move the proper article into this new one.

Think about a box system.

You got 2 boxes, where in both boxes a piece of wood is in.

If you move that wood from box A to box B, box A is empty and box B has 2 pieces of wood in it.

Should you want to have two boxes again, you will pick an empty new box to put one of the wood pieces into.

mit freundlichen Grüßen

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter
Universitätsstraße 104, 44799 Bochum
Tel.: 02 34/97 60 - 404
mgrzella@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Franz Dahlmanns
Bernd Kreissig (Sprecher)
Bastian Schmidt-Faber

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani
Gesendet: Dienstag, 26. April 2011 15:58
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] How to split a ticket

Yeah, but i found some strange stuff actually... like y does OTRS create a Phone ticket then?!

Thanks and Best Regards,
Muhammad El-Sergani.

On Tue, Apr 26, 2011 at 3:53 PM, Grzella, Mark <MGrzella@studienkreis.de> wrote:

Thought about using the button “split” ?

mit freundlichen Grüßen

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter
Universitätsstraße 104, 44799 Bochum
Tel.: 02 34/97 60 - 404
mgrzella@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Franz Dahlmanns
Bernd Kreissig (Sprecher)
Bastian Schmidt-Faber

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani
Gesendet: Dienstag, 26. April 2011 15:47
An: otrs@otrs.org
Betreff: Re: [otrs] How to split a ticket

Guys?

Thanks and Best Regards,
Muhammad El-Sergani.

On Mon, Apr 25, 2011 at 5:13 PM, Muhammad El-Sergani <msergani@gmail.com> wrote:

Hi all,

I know how to merge two or more tickets, working fine.

How can I split one that I accidentally merged? i.e. undo the mistake ...

Thanks and Best Regards,
Muhammad El-Sergani.

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