In fact we too have a similar requirement.  Let's say  we have a Service which 
goes down, then it may affect all the customers who are subscribed to this 
service. So we need either to raise tickets for all customers for that service, 
or we need to raise ticket against Service and make customer as non-mandatory 
field.

Thanks,
Jignesh

-----Original Message-----
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Atom 
Powers
Sent: Sunday, February 10, 2013 10:53 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Multiple Customers on a ticket?

That looks like it is almost exactly what I am looking for. Thank you.

I saw notes on "master/slave" features but to me that means "system failover". 
I would have looked for something called "parent/child" tickets.

On 2/9/2013 4:07 AM, Steven Carr wrote:
> On 8 February 2013 23:08, Atom Powers <apow...@digipen.edu> wrote:
>> During a service interruption we often have many people reporting the 
>> same problem, each creating a ticket. Is there a way to merge the 
>> tickets in such a way that every customer will still receive replies 
>> and updates to the ticket? This would make it easier for our agents 
>> to manage communication about the interruption.
>>
>>  From what I can see, the current behaviour is that when you merge 
>> tickets only the customer of the ticket you merged into receives messages.
>
> You can use the Master/Slave module
> [http://www.otrs.com/en/software/otrs-help-desk/features/master-slave/
> ] I think this is still available as a free module and not a paid one, 
> have a look in the package manager.
>
> Steve
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--
Perfection is just a word I use occasionally with mustard.
--Atom Powers--
Director of IT
DigiPen Institute of Technology
+1 (425) 895-4443
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