This is a correct observation Rory.
But the point is, should OTRS check for a possible next parent?
In my opinion, yes.
Dion
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rory
Sent: vrijdag 5 augustus 2011 11:49
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Merging multiple Tickets
In the database there are the following tables that are relative to merged tickets
'ticket'
'link_type'
'link_relation'
The 'ticket' table has, among others, columns called 'id' and 'tn'.
The 'id' column holds a number used in the database as a reference.
The 'tn' column holds the ticket number as displayed in the web interface.
The 'link_type' table has columns called 'id' and 'name'
The 'id' column holds a reference number for the entry in this table
The 'name' column holds the text describing the entry.
The 'link_relation' table has columns called 'source_key', 'target_key' and 'type_id'
The 'source_key' holds a reference to a ticket 'id' in the 'ticket' table
The 'target_key' holds a reference to a ticket 'id' in the 'ticket' table
The 'type_id' holds a reference to the 'id' in the 'link_type' table
Each entry in the link_relation table has only one source id and one target id.
From your example tickets A, B and C all continue to exist in the database even after they are merged.
When C is merged to B an entry is entered in the link_relation table using the link_type id of 2 ... ParentChild ... With B as the source and C as the target.
When B is subsequently merged to ticket A a second entry is created in the link_relation table using the id of 2 again. This time A is the source and B is the target.
When a reply is received for ticket C the ticket number is stripped from the subject and a database lookup retrieves the 'id' from the 'ticket' table used in the database.
This id is then checked against the 'target_key' column of th 'link_relation' table. If an entry is found then the corresponding 'source_key' is retrieved to identify the parent ticket.
In this way the system identifies that B is the parent of C.
Taking a leap of faith here (and going by your experience), I do not think it does any subsequent check to see if B has a parent.
This would explain why replies to C are added to the ticket B and not A.
Rory
On 5 August 2011 09:50, Dion van Adrichem <dvanadrichem@hotmail.com> wrote:
Ticket B does exist, or at least its TicketID. If this ticket is opened it
does normally not have any messages attached, only the message that it is
merged.
But when I merge Ticket C with B, and then B with A. Then a new email with
ticketID C will be attached to ticket B and not to ticket A.
Dion
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Frank Thommen
Sent: vrijdag 5 augustus 2011 10:43
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Merging multiple Tickets
> If Ticket C is merged to Ticket B.
> And afterwards Ticket B is merged to Ticket A.
>
> Is it normal that when an extra email arrives for Ticket C that it will
> be added to Ticket B?
After I've merged "B" into "A", there is no "B" anymore where mail could
be added to... How comes you still have a ticket "B"?
frank
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