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-boun...@otrs.org [mailto:otrs-boun...@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 --------------------------------------------------------------------- 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
