merging tickets leaves old ticket
Hello, When I merge one ticket into the other, the old ticket is changed to: (for example) Merged Ticket 2008102110000024 to 2008102110000015. OTRS version is 2.3.2. Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket) If this can be turned off, how does that work? Kind regards, Amedee
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work?
I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore. Ugo
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work?
I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way? Amedee
Amedee Van Gasse a écrit :
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work? I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way?
I guess the best way would be to create a bug in the bugzilla...
On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work? I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way?
I guess the best way would be to create a bug in the bugzilla...
Hello, I reported a bug in the bugzilla on 7/11, what should I do next? Amedee
On Thu, November 27, 2008 10:57, Amedee Van Gasse wrote:
On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work? I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way?
I guess the best way would be to create a bug in the bugzilla...
Hello,
I reported a bug in the bugzilla on 7/11, what should I do next?
Amedee
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Hello, Still no response on my previous mail... Am I doing something wrong? -- Amedee
On Thu, November 27, 2008 10:57, Amedee Van Gasse wrote:
On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work? I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way?
I guess the best way would be to create a bug in the bugzilla...
Hello,
I reported a bug in the bugzilla on 7/11, what should I do next?
Hi Amedee OTRS in this case does nothing but work as intended. The old ticket must be left in the data base for a) revision causes and b) as a reference for searches. How else are you gonna find the merged ticket if you only got the ticket# of the emptied one? Since 'merged' is a state (type 'closed') on its own, it's easy to exclude merged tickets from queries anyway. So where do you find those tickets 'displayed'? Greez Daniel -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Amedee Van Gasse Gesendet: Dienstag, 16. Dezember 2008 19:07 An: User questions and discussions about OTRS. Betreff: Re: [otrs] merging tickets leaves old ticket On Thu, November 27, 2008 10:57, Amedee Van Gasse wrote:
On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work? I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way?
I guess the best way would be to create a bug in the bugzilla...
Hello,
I reported a bug in the bugzilla on 7/11, what should I do next?
http://bugs.otrs.org/show_bug.cgi?id=3437 _______________________________________________ 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
On Wed, December 17, 2008 08:54, Obee, Daniel wrote:
Hi Amedee
OTRS in this case does nothing but work as intended. The old ticket must be left in the data base for
a) revision causes and b) as a reference for searches.
How else are you gonna find the merged ticket if you only got the ticket# of the emptied one?
Since 'merged' is a state (type 'closed') on its own, it's easy to exclude merged tickets from queries anyway. So where do you find those tickets 'displayed'?
In some previous version of OTRS, I didn't see any tickets with the state 'merged' in my queues. Now I do.
From your answer I conclude that there is some kind of filter query on the visible queue that has to be changed, so that tickets with 'state' are no longer displayed.
Could you please give me detailed instructions to change that? Because either our server admin has to do it, and he only bothers with installing security updates, or I have to do it, and I know nothing about OTRS administration. -- Amedee
On Fri, December 19, 2008 13:06, Amedee Van Gasse wrote:
Could you please give me detailed instructions to change that? Because either our server admin has to do it, and he only bothers with installing security updates, or I have to do it, and I know nothing about OTRS administration.
Never mind, I'll read the FAQ and the manual etc first, and if I still don't find it or if I screw up, *then* I'll ask again. Altough a kind nudge in the direction of a relevant FAQ entry would be appreciated. :) -- Amedee
Dear Amedee,
These are the virtues of Open Source. There is no way you are entitled
to support or that anyone should fix any issues that you discover with
OTRS. Let me quote the GNU license under which OTRS is distributed:
NO WARRANTY
11. BECAUSE THE PROGRAM IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY
FOR THE PROGRAM, TO THE EXTENT PERMITTED BY APPLICABLE LAW. EXCEPT WHEN
OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES
PROVIDE THE PROGRAM "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED
OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS
TO THE QUALITY AND PERFORMANCE OF THE PROGRAM IS WITH YOU. SHOULD THE
PROGRAM PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING,
REPAIR OR CORRECTION.
So this means - in the case of OTRS - that of course you can enter a
bug in Bugzilla and that someone MIGHT work on the bug but it might
also be open in there for a couple of months or years before it is
fixed. If you would browse Bugzilla you will see that there are
several bugs open for quite some time. That's because no one
apparently cares enough for them to fix it... or has enough time to
fix all bugs.. or..
If you would want to have commercial support for OTRS you have several
options, you can refer to this URL: http://otrs.org/support/
And if you want this very bug resolved and no one seems to work on
your bugzilla issue, you can fix the issue yourself or hire a
programmer to fix it and attach it to the bug. In that case, it might
(or might not) be included in the next release of OTRS.
And of course there might be the discussion for what is 'work as
intended'... but that's a different one.
Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Tue, Dec 16, 2008 at 19:06, Amedee Van Gasse
On Thu, November 27, 2008 10:57, Amedee Van Gasse wrote:
On Mon, November 3, 2008 16:53, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
On Mon, November 3, 2008 15:20, Ugo Bellavance wrote:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work? I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Thank you Ugo. So now my question is: how can I make OTRS work that way?
I guess the best way would be to create a bug in the bugzilla...
Hello,
I reported a bug in the bugzilla on 7/11, what should I do next?
http://bugs.otrs.org/show_bug.cgi?id=3437
_______________________________________________ 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
Ugo Bellavance schreef:
Amedee Van Gasse a écrit :
Hello,
When I merge one ticket into the other, the old ticket is changed to: (for example)
Merged Ticket 2008102110000024 to 2008102110000015.
OTRS version is 2.3.2.
Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket)
If this can be turned off, how does that work?
I agree... I think that once it is merged, the contents of the source ticket should be copied in the destination ticket and the source ticket should not be displayed anymore.
Ugo
Hello Ugo, We use OTRS because we are a small non-profit organisation with zero budget, so we use Free Software. The person who installed it, doesn't have a lot of time, there are no written policies, and everyone else uses OTRS by randomly poking and hoping that nothing breaks. I want to clean it up because it is really neglected and a bit unworkable. For example there are 83 open tickets and the oldest is 445 days old, and last time anyone opened OTRS was probably over a month ago (me, when I was poking around last time). But perhaps I shouldn't touch OTRS at all, because I didn't install it, and if I break it, I'll have to maintain it... :( I'm really lost in the OTRS manual. I have grepped for the word "merge""", googled, searched, everything. As far as I can tell, I should be able to use a "filter" so that the original ticket with the state "merged" is no longer visible. Or perhaps the problem is that I have this filter, but that the ticket doesn't get the merged state after I do a merge? I know I should ask questions the smart way, but I'm really lost and I don't even have a clue where to begin. Kind regards, Amedee
participants (4)
-
Amedee Van Gasse -
Michiel Beijen -
Obee, Daniel -
Ugo Bellavance