Dear Shawn, shawn.beasley@dlh.de wrote:
I was hoping, as was another poster in this list, that someone could explain what the merge function does, and how to use it. [...]
The merge-function is usefull if you think about a customer reporting problems with his web-access. A few minutes later the same customer is reporting that his Email-acces is not working as well. :-( Assuming both problems are based on a not working internet-connection it's pretty usefull to make one ticket out of those two. Which means merging them together. :-) I hope you understand where I'm coming from ;-) [...]
I would greatly appreciate all help in this area, and would like to know if anyone has written any how-to’s on OTRS. [...] Any documents about OTRS will be found at http://doc.otrs.org/.
Have a nice day. Christopher Kuhn -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!