[otrs] Merge Function

I was hoping, as was another poster in this list, that someone could explain what the merge function does, and how to use it. I would greatly appreciate all help in this area, and would like to know if anyone has written any how-to's on OTRS. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley@dlh.de Web: http://www.cfc-callcenter.de http://www.cfc-callcenter.de/