Hi Marco, Thanks for your quick answer. I see the option where you're telling me which is nice when you know beforehand that the ticket you're creating will be a master ticket, but what about those situations (here it happens a lot) when you realize that the one that should be master ticket was already created before? Thanks, Leonardo Certuche On 5 March 2010 09:24, Marco Vannini wrote:

during a phone ticket (inbound) you have the choice to set the present ticket as "New Master Ticket", then if I remeber there's a Shawn video on youtube but I've lost the link

On Fri, Mar 5, 2010 at 3:18 PM, Leonardo Certuche < leonardo.certuche@itcon-ltda.com> wrote:

...

Hi there,

We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/)

I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options)

I'm assuming this options are shown at /otrs/ index.pl?Action=AgentLinkObject&SourceObject=Ticket is that right? Is there something else I should do in order have this feature working?

Thanks,

Leonardo Certuche

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Hi Daniele, Thanks for your explanation, I just created a new ticket, marked it as master and then I went to some other ticket and clicked on the Link button, then I paste the ticket number of the master ticket on the Ticket# box but before clicking the Link button, I guess I should choose if it's a master or slave type of link but it only shows to me parent and child options. Am I missing something here? Leonardo Certuche On 5 March 2010 10:06, CARNINO Daniele (FIAT ITEM) < daniele.carnino@fiatgroup.com> wrote:

I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d.

________________________________________ Da: otrs-bounces@otrs.org [otrs-bounces@otrs.org] per conto di Leonardo Certuche [leonardo.certuche@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature

Hi there,

We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/ )

I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options)

I'm assuming this options are shown at /otrs/ index.pl?Action=AgentLinkObject&SourceObject=Ticket< http://index.pl?Action=AgentLinkObject&SourceObject=Ticket> is that right? Is there something else I should do in order have this feature working?

Thanks,

Leonardo Certuche

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You're totally right Daniele! Thanks for taking the time to answer my questions :) Leonardo Certuche On 5 March 2010 11:09, CARNINO Daniele (FIAT ITEM) < daniele.carnino@fiatgroup.com> wrote:

Once you have created a Master Ticket, then you have two choice:

a) create manually the slave ticket(s): not so useful IMHO, but the Master Ticket will be available in the Master Ticket drop down menu. If you do, this will teach you that the link between master and slave is a parent-child type. b) link existing ticket(s) as child of the master;

The description of the functionality in the package ("a new link type will be available") is unaccurate. Actually, the link types remains the same even after installation of Master-Slave package.

Regards, d. ________________________________________ Da: otrs-bounces@otrs.org [otrs-bounces@otrs.org] per conto di Leonardo Certuche [leonardo.certuche@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 16.41 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: unable to use master/slave feature

Hi Daniele,

Thanks for your explanation, I just created a new ticket, marked it as master and then I went to some other ticket and clicked on the Link button, then I paste the ticket number of the master ticket on the Ticket# box but before clicking the Link button, I guess I should choose if it's a master or slave type of link but it only shows to me parent and child options. Am I missing something here?

Leonardo Certuche

On 5 March 2010 10:06, CARNINO Daniele (FIAT ITEM) < daniele.carnino@fiatgroup.commailto:daniele.carnino@fiatgroup.com> wrote: I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d.

________________________________________ Da: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [ otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] per conto di Leonardo Certuche [leonardo.certuche@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature

Hi there,

We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced at http://otrs.org/2.4/features/ )

I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options)

I'm assuming this options are shown at /otrs/ index.pl?Action=AgentLinkObject&SourceObject=Ticket< http://index.pl?Action=AgentLinkObject&SourceObject=Ticket>< http://index.pl?Action=AgentLinkObject&SourceObject=Ticket> is that right? Is there something else I should do in order have this feature working?

Thanks,

Leonardo Certuche

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You mean that with this trick you can set an existing ticket as Master? Thanks for the hint, Leonardo... ;-) ________________________________________ Da: otrs-bounces@otrs.org [otrs-bounces@otrs.org] per conto di Nils Leideck - ITSM [nils.leideck@leidex.net] Inviato: venerdì 5 marzo 2010 20.45 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: unable to use master/slave feature Hi, try and play around with FreeTextField Number 12 ... ;-) in example enable it for Note. On 05.03.2010, at 16:06, CARNINO Daniele (FIAT ITEM) wrote: I've tested this feature once, but I remember that has seemed rather tricky to me, but working. In order to use this feature, you need to manually open a new ticket and set it as a master first, then link the others ticket you wish to control to the master, which should be visible in the link list, now. As far as I can remember there's no way to use an existing ticket as a master: you need to open one only for this purpose. Anyway, is more complex to explain than to make it, believe me: sorry for the confused explanation, d. ________________________________________ Da: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [otrs-bounces@otrs.org] per conto di Leonardo Certuche [leonardo.certuche@itcon-ltda.com] Inviato: venerdì 5 marzo 2010 15.18 A: User questions and discussions about OTRS. Oggetto: [otrs] unable to use master/slave feature Hi there, We have OTRS 2.4.5 with ITSM 1.3.2 and just installed http://ftp.otrs.org/pub/otrs/packages/MasterSlave-1.0.1.opm in order to take advantage of its features (announced athttp://otrs.org/2.4/features/) I installed the package, reload the web interface and even restarted the OTRS service but I still don't see the master or slave options when linking a ticket (I only see parent and child options) I'm assuming this options are shown at /otrs/index.pl?Action=AgentLinkObject&SourceObject=Ticket<http://index.pl?Action=AgentLinkObject&SourceObject=Tickethttp://index.pl/?Action=AgentLinkObject&SourceObject=Ticket> is that right? Is there something else I should do in order have this feature working? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

Check out... http://www.youtube.com/watch?v=zkc_qTCSloo Will probably help out with how to use basic Master/Slave features.