> 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 --------------------------------------------------------------------- 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
