Yes. If you have 2 or more tickets from the same user about the same subject, it's best (at least reporting wise) to merge the 2 tickets into one. We handle support via email and phone. Sometimes, a user will email in his/her problem. Maybe it's really urgent and we don't respond in time, so the user calls. The agent on the phone doesn't see the email ticket when he opens up a new ticket for the problem. When someone goes to answer the email ticket, they see that same user already has another ticket (that came in via phone) about the same thing. We merge the 2 tickets together so there is only one instance of that user with that problem. -Jeff

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley@dlh.de Sent: Tuesday, November 15, 2005 3:07 AM To: otrs@otrs.org Subject: [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

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Tel. +49 6543 983 113

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Email: shawn.beasley@dlh.de

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