On 8/10/11 8:35 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:24, Roy Kaldung a écrit :
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs.
When you close a linked ticket, does it close the other tickets linked to this one?
What is the difference between link and merge, is it documented somewhere?
I merge tickets from the same customer on the same topic. Do I have the same problem on multiple customer I choose on 'leading' ticket as the master and link all other ticket (linked as child to the parent=master ticket) as slave. All action on the master ticket will be done on the slaves, e.g. add note, send e-mail, pending state, close etc. Actions on a slave won't effect other tickets. Roy -- Roy Kaldung e-mail: roy@kaldung.com web: http://kaldung.com/ gpg key: 2A4D6A9D http://kaldung.com/roy.kaldung.asc