Thought about using the button "split" ? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de mailto:mgrzella@studienkreis.de www.studienkreis.de http://www.studienkreis.de/ AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:47 An: otrs@otrs.org Betreff: Re: [otrs] How to split a ticket Guys? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 25, 2011 at 5:13 PM, Muhammad El-Sergani wrote: Hi all, I know how to merge two or more tickets, working fine. How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani.

Because the "old and original" ticket switches to a special state (merged) and it´s article/contend is moved to the other ticket. If you now split it, OTRS will create a new ticket and move the proper article into this new one. Think about a box system. You got 2 boxes, where in both boxes a piece of wood is in. If you move that wood from box A to box B, box A is empty and box B has 2 pieces of wood in it. Should you want to have two boxes again, you will pick an empty new box to put one of the wood pieces into. mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de mailto:mgrzella@studienkreis.de www.studienkreis.de http://www.studienkreis.de/ AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:58 An: User questions and discussions about OTRS. Betreff: Re: [otrs] How to split a ticket Yeah, but i found some strange stuff actually... like y does OTRS create a Phone ticket then?! Thanks and Best Regards, Muhammad El-Sergani. On Tue, Apr 26, 2011 at 3:53 PM, Grzella, Mark wrote: Thought about using the button "split" ? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de mailto:mgrzella@studienkreis.de www.studienkreis.de http://www.studienkreis.de/ AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:47 An: otrs@otrs.org Betreff: Re: [otrs] How to split a ticket Guys? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 25, 2011 at 5:13 PM, Muhammad El-Sergani wrote: Hi all, I know how to merge two or more tickets, working fine. How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

Hi M El s, I would like to notify you and the others that does not know about that there is a otrsteam.ideascale.com site where one could create or votes on ideas to improve otrs experience. Something related to the topics, for ie, there is a https://otrsteam.ideascale.com/a/dtd/Undo-Time/97577-10369. come there and vote for it :D On Wed, Apr 27, 2011 at 9:58 AM, Muhammad El-Sergani wrote:

Thanks Mark,

That was rather helpful!

But what about if this wasn't an originally merged ticket? Like a customer following up on an old ticket, bearing new details?

On Tuesday, April 26, 2011, Grzella, Mark wrote:

...

Because the „old and original“ ticket switches to a special state (merged) and it´s article/contend is moved to the other ticket. If you now split it, OTRS will create a new ticket and move the proper article into this new one. Think about a box system. You got 2 boxes, where in both boxes a piece of wood is in.If you move that wood from box A to box B, box A is empty and box B has 2 pieces of wood in it. Should you want to have two boxes again, you will pick an empty new box to put one of the wood pieces into. mit freundlichen GrüßenStudienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.deAG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto: otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:58 An: User questions and discussions about OTRS. Betreff: Re: [otrs] How to split a ticket Yeah, but i found some strange stuff actually... like y does OTRS create a Phone ticket then?! Thanks and Best Regards, Muhammad El-Sergani.

On Tue, Apr 26, 2011 at 3:53 PM, Grzella, Mark wrote:Thought about using the button “split” ? mit freundlichen GrüßenStudienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de www.studienkreis.deAG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto: otrs-bounces@otrs.org] Im Auftrag von Muhammad El-Sergani Gesendet: Dienstag, 26. April 2011 15:47 An: otrs@otrs.org Betreff: Re: [otrs] How to split a ticket Guys? Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 25, 2011 at 5:13 PM, Muhammad El-Sergani wrote:Hi all,

I know how to merge two or more tickets, working fine.

How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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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Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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