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Re: [otrs] Multiple Customers on a ticket?

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Atom Powers

8 Feb 2013 8 Feb '13

11:08 p.m.

During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption. From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages. -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

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Steven Carr

9 Feb 9 Feb

12:07 p.m.

New subject: Multiple Customers on a ticket?

On 8 February 2013 23:08, Atom Powers wrote:

During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption.

From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages.

You can use the Master/Slave module [http://www.otrs.com/en/software/otrs-help-desk/features/master-slave/] I think this is still available as a free module and not a paid one, have a look in the package manager. Steve

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Atom Powers

10 Feb 10 Feb

5:22 a.m.

New subject: Multiple Customers on a ticket?

That looks like it is almost exactly what I am looking for. Thank you. I saw notes on "master/slave" features but to me that means "system failover". I would have looked for something called "parent/child" tickets. On 2/9/2013 4:07 AM, Steven Carr wrote:

On 8 February 2013 23:08, Atom Powers wrote:

...
During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption.

From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages.

You can use the Master/Slave module [http://www.otrs.com/en/software/otrs-help-desk/features/master-slave/] I think this is still available as a free module and not a paid one, have a look in the package manager.

Steve --------------------------------------------------------------------- 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

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

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Jignesh Kakka (jkakka)

8 a.m.

New subject: Multiple Customers on a ticket?

In fact we too have a similar requirement. Let's say we have a Service which goes down, then it may affect all the customers who are subscribed to this service. So we need either to raise tickets for all customers for that service, or we need to raise ticket against Service and make customer as non-mandatory field. Thanks, Jignesh -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Atom Powers Sent: Sunday, February 10, 2013 10:53 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Multiple Customers on a ticket? That looks like it is almost exactly what I am looking for. Thank you. I saw notes on "master/slave" features but to me that means "system failover". I would have looked for something called "parent/child" tickets. On 2/9/2013 4:07 AM, Steven Carr wrote:

On 8 February 2013 23:08, Atom Powers wrote:

...
During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption.

From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages.

You can use the Master/Slave module [http://www.otrs.com/en/software/otrs-help-desk/features/master-slave/ ] I think this is still available as a free module and not a paid one, have a look in the package manager.

Steve --------------------------------------------------------------------- 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

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443 --------------------------------------------------------------------- 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

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Steven Carr

9:32 a.m.

New subject: Multiple Customers on a ticket?

Yep I agree, I guess this is where language translation comes into play, but Parent/Child would definitely have been a better name for the module. Steve On 10 February 2013 05:22, Atom Powers wrote:

That looks like it is almost exactly what I am looking for. Thank you.

I saw notes on "master/slave" features but to me that means "system failover". I would have looked for something called "parent/child" tickets.

On 2/9/2013 4:07 AM, Steven Carr wrote:

...
On 8 February 2013 23:08, Atom Powers wrote:

...
During a service interruption we often have many people reporting the same problem, each creating a ticket. Is there a way to merge the tickets in such a way that every customer will still receive replies and updates to the ticket? This would make it easier for our agents to manage communication about the interruption.

From what I can see, the current behaviour is that when you merge tickets only the customer of the ticket you merged into receives messages.

You can use the Master/Slave module [http://www.otrs.com/en/software/otrs-help-desk/features/master-slave/] I think this is still available as a free module and not a paid one, have a look in the package manager.

Steve --------------------------------------------------------------------- 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

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443 --------------------------------------------------------------------- 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

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Atom Powers
Jignesh Kakka (jkakka)
Steven Carr