Lars Jørgensen wrote:
Now I've tried it a bit and it's cumbersome (or I'm doing it wrong).
If I want to split out a new child ticket from the current ticket, i click "split" on the ticket (in the bottom right). This creates a new ticket but it is not linked to the original ticket. I have to manually link it to the parent ticket. This requires me to either have very good memory or write down the ticket number of the parent ticket and link it.
You don't need to split the ticket. You can just create a new ticket when you need to communicate with a third party and then link that ticket as a child to the original ticket. You don't need to memorize or write down any numbers, you can search for tickets after clicking the Link link.
If I close the parent ticket, the child stays open, which is confusing.
Sometimes you may want to close the parent ticket while keeping the child ticket open or vice versa. You close a ticket when the conversation has ended. Conversations in linked tickets doesn't necessarily end at the same time (although they may do in your case).
If I have to reference content from the parent ticket in the child ticket, I have to copy and paste between tickets. If I want to forward a user's question to a third party it gets annoyingly difficult.
Usually we need to rephrase questions anyway when forwarding them to third parties. Plus copy-paste is not that hard. But it might be less of a problem for us then it is for you as we're not dealing with third parties on tickets that often.
Is it supposed to work this way or am I misunderstanding?
It's mostly supposed to work this way. There are a lot of ways people will want to use a ticket system and OTRS can accomodate a lot of them. This generic approach might mean that not everything is optimized for your usage pattern. Nils Breunese.