Thanks Rory, that makes a lot of sense. //M On Tuesday, August 9, 2011, Rory wrote:

Hi Muhammad,

When a ticket is merged to another it does not create a copy of any of the tickets. All that happens is a reference is created in the database to tell the system these 2 tickets are now related i.e. parent and child tickets.

When 2 tickets are merged the original tickets are still valid and are needed to display all the information. If you delete the child ticket then you will lose the information that ticket contains and so it will not be available in the parent ticket. Going by your experience that nothing happens suggests that the system will not allow this relationship to be broken in this way.

I'm guess that to delete the tickets you would first need to break the Merge (the split option I think).

Rory

On 9 August 2011 12:45, Muhammad El-Sergani wrote:

...

Dear list, I'm trying to delete tickets from my system that were merged into others. So I created a Generic Agent job, and set the Subject to "Ticket Merged",

and chose "Delete Messages" ... but nothing happens.

...

Is it possible to delete such tickets? And how please?

Thanks and Best Regards, Muhammad El-Sergani.

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-- Thanks and Best Regards, Muhammad El-Sergani.