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: r...@kaldung.com web: http://kaldung.com/ gpg key: 2A4D6A9D <http://kaldung.com/roy.kaldung.asc> --------------------------------------------------------------------- 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
