Hi, What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem? In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually. Thanks, Ugo
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs. hth, Roy -- Roy Kaldung e-mail: roy@kaldung.com
Le 2011-08-10 14:24, Roy Kaldung a écrit :
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs.
When you close a linked ticket, does it close the other tickets linked to this one? What is the difference between link and merge, is it documented somewhere? Thanks, Ugo
On 8/10/11 8:35 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:24, Roy Kaldung a écrit :
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs.
When you close a linked ticket, does it close the other tickets linked to this one?
What is the difference between link and merge, is it documented somewhere?
I merge tickets from the same customer on the same topic. Do I have the same problem on multiple customer I choose on 'leading' ticket as the master and link all other ticket (linked as child to the parent=master ticket) as slave. All action on the master ticket will be done on the slaves, e.g. add note, send e-mail, pending state, close etc. Actions on a slave won't effect other tickets. Roy -- Roy Kaldung e-mail: roy@kaldung.com web: http://kaldung.com/ gpg key: 2A4D6A9D http://kaldung.com/roy.kaldung.asc
Le 2011-08-10 14:44, Roy Kaldung a écrit :
On 8/10/11 8:35 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:24, Roy Kaldung a écrit :
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs.
When you close a linked ticket, does it close the other tickets linked to this one?
What is the difference between link and merge, is it documented somewhere?
I merge tickets from the same customer on the same topic.
That would be my case. Do you have to close all merged tickets individually? Ugo
On 8/10/11 8:48 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:44, Roy Kaldung a écrit :
On 8/10/11 8:35 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:24, Roy Kaldung a écrit :
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs.
When you close a linked ticket, does it close the other tickets linked to this one?
What is the difference between link and merge, is it documented somewhere?
I merge tickets from the same customer on the same topic.
That would be my case. Do you have to close all merged tickets individually?
I assume you with all merged tickets you talk about the slaves: in that case no. Roy -- Roy Kaldung e-mail: roy@kaldung.com
Finally, something I can contribute back. I had a power failure recently and every machine sent an email as it initiated shutdown. When power was restored, every machine told me that it had come back. 1 machine came back with a flapping interface that was generating "Lost connection to UPS" and then matching "Connection restored" messages. Loads of those. (GET TO THE POINT Dude!! -evil grin-) Every last one of those messages created a ticket. It was a hassle but at least I knew the system worked. (-smirk-) I ended up using "Merge" on about 300 some odd tickets. Running OTRS 3.0.7. I closed the parent and all the children closed with it. I cant speak for the folks running OTRS2, but OTRS3 worked like a charm! -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Roy Kaldung Sent: Wednesday, August 10, 2011 12:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Duplicates... link or merge? On 8/10/11 8:48 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:44, Roy Kaldung a écrit :
On 8/10/11 8:35 PM, Ugo Bellavance wrote:
Le 2011-08-10 14:24, Roy Kaldung a écrit :
On 8/10/11 8:17 PM, Ugo Bellavance wrote:
Hi,
What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem?
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
I link them. In addition to that you should figure out if the Master-Slave package fits to your needs.
When you close a linked ticket, does it close the other tickets linked to this one?
What is the difference between link and merge, is it documented somewhere?
I merge tickets from the same customer on the same topic.
That would be my case. Do you have to close all merged tickets individually?
I assume you with all merged tickets you talk about the slaves: in that case no. Roy -- Roy Kaldung e-mail: roy@kaldung.com --------------------------------------------------------------------- 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
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
As far as I know, you don't need to close a merged ticket. The status "merged" can be considered as "this ticket is merged into another ticket, and is now closed". Merged tickets don't count as "open" tickets anywhere in the system. We merge tickets when several customers complain about the same error (and we don't have to get back to each of them personally). -- Lars
Le 2011-08-11 04:11, Lars Jørgensen a écrit :
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
As far as I know, you don't need to close a merged ticket. The status "merged" can be considered as "this ticket is merged into another ticket, and is now closed". Merged tickets don't count as "open" tickets anywhere in the system.
We merge tickets when several customers complain about the same error (and we don't have to get back to each of them personally).
That's weird. I just made a test on 3.0.9. I merged a ticket to another one. I closed the "master" (2011030836000124) but the other (2011012436000099) remains as status "New", with a comment inside saying "Merged Ticket 2011012436000099 to 2011030836000124."
Hi Ugo, That sounds wrong. The instant you merge the tickets, the one that got merged should change status to "merged" and stay that way forever. If you have a test system, please try to disable all changed config (mv /opt/otrs/Kernel/Config/Files/ZZZAuto.pm /opt/otrs/Kernel/Config/Files/ZZZAuto.pm.backup) and see if OTRS still behaves that way. If it does not, use an editor to enable bits of config until you find out where it went wrong. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ugo Bellavance Sent: Thursday, August 11, 2011 2:14 PM To: otrs@otrs.org Subject: Re: [otrs] Duplicates... link or merge? Le 2011-08-11 04:11, Lars Jørgensen a écrit :
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
As far as I know, you don't need to close a merged ticket. The status "merged" can be considered as "this ticket is merged into another ticket, and is now closed". Merged tickets don't count as "open" tickets anywhere in the system.
We merge tickets when several customers complain about the same error (and we don't have to get back to each of them personally).
That's weird. I just made a test on 3.0.9. I merged a ticket to another one. I closed the "master" (2011030836000124) but the other (2011012436000099) remains as status "New", with a comment inside saying "Merged Ticket 2011012436000099 to 2011030836000124." --------------------------------------------------------------------- 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
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
Le 2011-08-11 04:11, Lars Jørgensen a écrit :
As far as I know, you don't need to close a merged ticket. The status "merged" can be considered as "this ticket is merged into another ticket, and is now closed". Merged tickets don't count as "open" tickets anywhere in the system.
We merge tickets when several customers complain about the same error (and we don't have to get back to each of them personally).
On 11.08.11 08:13, Ugo Bellavance wrote:
That's weird. I just made a test on 3.0.9. I merged a ticket to another one. I closed the "master" (2011030836000124) but the other (2011012436000099) remains as status "New", with a comment inside saying "Merged Ticket 2011012436000099 to 2011030836000124."
This happened to me when I merged ticket in Raw queue into another ticket, the ticket was left open. I have set up Raw queue so tickets in it can't be closed, which should explain why this happened. Perhaps you have similar setup? -- Matus UHLAR - fantomas, uhlar@fantomas.sk ; http://www.fantomas.sk/ Warning: I wish NOT to receive e-mail advertising to this address. Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu. "Where do you want to go to die?" [Microsoft]
Le 2011-08-15 03:39, Matus UHLAR - fantomas a écrit :
In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually.
Le 2011-08-11 04:11, Lars Jørgensen a écrit :
As far as I know, you don't need to close a merged ticket. The status "merged" can be considered as "this ticket is merged into another ticket, and is now closed". Merged tickets don't count as "open" tickets anywhere in the system.
We merge tickets when several customers complain about the same error (and we don't have to get back to each of them personally).
On 11.08.11 08:13, Ugo Bellavance wrote:
That's weird. I just made a test on 3.0.9. I merged a ticket to another one. I closed the "master" (2011030836000124) but the other (2011012436000099) remains as status "New", with a comment inside saying "Merged Ticket 2011012436000099 to 2011030836000124."
This happened to me when I merged ticket in Raw queue into another ticket, the ticket was left open. I have set up Raw queue so tickets in it can't be closed, which should explain why this happened.
Perhaps you have similar setup?
No, I guess I'll have to try Lars's suggestion. Thanks, Ugo
participants (5)
-
Lars Jørgensen -
Matus UHLAR - fantomas -
Robert Woodworth -
Roy Kaldung -
Ugo Bellavance