Finally, something I can contribute back. I had a power failure recently and every machine sent an email as it initiated shutdown. When power was restored, every machine told me that it had come back. 1 machine came back with a flapping interface that was generating "Lost connection to UPS" and then matching "Connection restored" messages. Loads of those. (GET TO THE POINT Dude!! -evil grin-) Every last one of those messages created a ticket. It was a hassle but at least I knew the system worked. (-smirk-) I ended up using "Merge" on about 300 some odd tickets. Running OTRS 3.0.7. I closed the parent and all the children closed with it. I cant speak for the folks running OTRS2, but OTRS3 worked like a charm! -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Roy Kaldung Sent: Wednesday, August 10, 2011 12:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Duplicates... link or merge? On 8/10/11 8:48 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:44, Roy Kaldung a écrit :
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.
That would be my case. Do you have to close all merged tickets individually?
I assume you with all merged tickets you talk about the slaves: in that case no. Roy -- Roy Kaldung e-mail: roy@kaldung.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs