Don't know when split was added, but if it isn't available in v2.x, can't be
turned on, and upgrading isn't possible, then you could solve the problem
by...
1. Creating a new ticket,
2. Move the applicable articles to the new ticket.
MySQL command to move an article from one ticket/job to another is...
update article set ticket_id=<new_ticket_id> where id=<article_id>
I would recommend looking at your database before executing and making sure
that this command is accurate.
You can find the ticket_id and article_id from the OTRS web interface by
clicking on the article/ticket; the URL will include the detail.
Making edits to the DB can frag your system if done incorrectly. Check,
confirm, recheck before making a mess.
I've used a similar procedure to un-merge tickets and perform similar
maintenance and corrective actions.
gl,
LQM
-----Original Message-----
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
claude
Sent: Friday, February 27, 2015 2:53 AM
To: otrs
Subject: [otrs] How to split a ticket
Hi,
A customer send one message with the same email address and same
subject than an 3 years old ticket.
My config :
PostmasterFollowUpSearchInBody : Yes
PostmasterFollowUpSearchInReferences : Yes
This new message was considered like a follow up. But in this case it's
wrong.
So, can I split this ticket ? and how ?
Thanks and regards
Claude
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