Re: [otrs] Splitting ticket doesn't delete article from source ticket
Split function as you have found doesn't remove it copies.
You can create the new ticket and then manually move the article via the database using... (mysql) update article set ticket_id=<newticketjob> where id=<articleidnumber>. Don't manipulate the DB directly unless you know what you are doing.
-------- Original message --------
From: Paolo Mosconi
Thanks for your reply.
I don’t understand the logic though.
Paolo Mosconi
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ActValue Consulting and Solutions
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From: LQ Marshall [mailto:qmarshall@inetspace.net]
Sent: lunedì 27 aprile 2015 11:43
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Splitting ticket doesn't delete article from source ticket
Split function as you have found doesn't remove it copies.
You can create the new ticket and then manually move the article via the database using... (mysql) update article set ticket_id=<newticketjob> where id=<articleidnumber>.
Don't manipulate the DB directly unless you know what you are doing.
-------- Original message --------
From: Paolo Mosconi
Paolo Mosconi schrieb:
I don’t understand the logic though.
Sometimes you receive one message from your customer which results in twowork chains in your response. In this case you want the article in both tickets. OTRS cannot know which of those two cases is correct when you split, so it keeps the article in the first ticket. Hope this helps, Susan Dittmar -- Susan Dittmar, CIO - CCD and CMOS devices EURECA Messtechnik GmbH for science, space and military Eupenerstr. 150 customized and standard parts 50933 Köln - lenses and optical filters Germany - thermoelectric devices - consulting services phone: +49 (0)221 / 952629 - 0 fax: +49 (0)221 / 952629 - 9 email: Susan.Dittmar@eureca.de Handelsreg. Eintrag / Register entry : HRB 28609 Amtsgericht Köln USt.-IdNr. / VAT number : DE 186 063 293 Steuernummer / tax number : 223 / 5805 / 2511 Geschäftsführung / Management : J. Beckers, K. Sengebusch Diese Mitteilung erfolgt vertraulich und nur zur Kenntnisnahme durch die hierfür vorgesehenen Personen. Sollten Sie die Mitteilung irrtümlich erhalten haben, ist jede Weitergabe, Kopie oder Nutzung des Inhalts unzulässig. Bitte benachrichtigen Sie in diesem Fall den Absender und löschen Sie diese Nachricht und alle Anhänge dazu unverzüglich. This message is confidential and intended only for the exclusive use by particular persons. If you have received it by mistake, any review, copying, use or dissemination in whole or in part is strictly prohibited. Please notify the sender and delete this message and all its attachments from your system.
participants (3)
-
LQ Marshall -
Paolo Mosconi -
Susan Dittmar