Hi Ugo, That sounds wrong. The instant you merge the tickets, the one that got merged should change status to "merged" and stay that way forever. If you have a test system, please try to disable all changed config (mv /opt/otrs/Kernel/Config/Files/ZZZAuto.pm /opt/otrs/Kernel/Config/Files/ZZZAuto.pm.backup) and see if OTRS still behaves that way. If it does not, use an editor to enable bits of config until you find out where it went wrong. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: Thursday, August 11, 2011 2:14 PM To: otrs@otrs.org Subject: Re: [otrs] Duplicates... link or merge? Le 2011-08-11 04:11, Lars Jørgensen a écrit :
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
As far as I know, you don't need to close a merged ticket. The status "merged" can be considered as "this ticket is merged into another ticket, and is now closed". Merged tickets don't count as "open" tickets anywhere in the system.
We merge tickets when several customers complain about the same error (and we don't have to get back to each of them personally).
That's weird. I just made a test on 3.0.9. I merged a ticket to another one. I closed the "master" (2011030836000124) but the other (2011012436000099) remains as status "New", with a comment inside saying "Merged Ticket 2011012436000099 to 2011030836000124." --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs