Re: [otrs] Duplicates... link or merge?

[Ugo Bellavance]

Le 2011-08-15 03:39, Matus UHLAR - fantomas a écrit :

In 2.3, we used to use merge, but when closing one ticket, the other
would need to be closed manually.



Le 2011-08-11 04:11, Lars Jørgensen a écrit :

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).


On 11.08.11 08:13, Ugo Bellavance wrote:

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
(201101243699) remains as status "New", with a comment inside
saying "Merged Ticket 201101243699 to 2011030836000124."


This happened to me when I merged ticket in Raw queue into another
ticket, the ticket was left open. I have set up Raw queue so tickets in
it can't be closed, which should explain why this happened.

Perhaps you have similar setup?


No, I guess I'll have to try Lars's suggestion.

Thanks,

Ugo

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Re: [otrs] Duplicates... link or merge?

[Matus UHLAR - fantomas]

In 2.3, we used to use merge, but when closing one ticket, the other
would need to be closed manually.



Le 2011-08-11 04:11, Lars Jørgensen a écrit :
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).


On 11.08.11 08:13, Ugo Bellavance wrote:
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 
(201101243699) remains as status "New", with a comment inside 
saying "Merged Ticket 201101243699 to 2011030836000124."


This happened to me when I merged ticket in Raw queue into another 
ticket, the ticket was left open.  I have set up Raw queue so tickets 
in it can't be closed, which should explain why this happened.


Perhaps you have similar setup?

--
Matus UHLAR - fantomas, uh...@fantomas.sk ; http://www.fantomas.sk/
Warning: I wish NOT to receive e-mail advertising to this address.
Varovanie: na tuto adresu chcem NEDOSTAVAT akukolvek reklamnu postu.
"Where do you want to go to die?" [Microsoft]
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Re: [otrs] Duplicates... link or merge?

[Lars Jørgensen]

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 
(201101243699) remains as status "New", with a comment inside saying 
"Merged Ticket 201101243699 to 2011030836000124."

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Re: [otrs] Duplicates... link or merge?

[Ugo Bellavance]

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 
(201101243699) remains as status "New", with a comment inside saying 
"Merged Ticket 201101243699 to 2011030836000124."


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Re: [otrs] Duplicates... link or merge?

[Lars Jørgensen]

>   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
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Re: [otrs] Duplicates... link or merge?

[Robert Woodworth]

Finally, something I can contribute back.

I had a power failure recently and every machine sent an email as it
initiated shutdown.
When power was restored, every machine told me that it had come back.
1 machine came back with a flapping interface that was generating "Lost
connection to UPS"
and then matching "Connection restored" messages.  Loads of those.

(GET TO THE POINT Dude!!  -evil grin-)

Every last one of those messages created a ticket.
It was a hassle but at least I knew the system worked.  (-smirk-)
I ended up using "Merge" on about 300 some odd tickets.
Running OTRS 3.0.7.  I closed the parent and all the children closed with
it.

I cant speak for the folks running OTRS2, but OTRS3 worked like a charm!


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Roy
Kaldung
Sent: Wednesday, August 10, 2011 12:15 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Duplicates... link or merge?

On 8/10/11 8:48 PM, Ugo Bellavance wrote:
> Le 2011-08-10 14:44, Roy Kaldung a écrit :
>> 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.
> 
> That would be my case. Do you have to close all merged tickets
> individually?

I assume you with all merged tickets you talk about the slaves: in that
case no.

Roy

-- 
Roy Kaldung
e-mail: r...@kaldung.com
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Re: [otrs] Duplicates... link or merge?

[Roy Kaldung]

On 8/10/11 8:48 PM, Ugo Bellavance wrote:
> Le 2011-08-10 14:44, Roy Kaldung a écrit :
>> 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.
> 
> That would be my case. Do you have to close all merged tickets
> individually?

I assume you with all merged tickets you talk about the slaves: in that
case no.

Roy

-- 
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e-mail: r...@kaldung.com
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Re: [otrs] Duplicates... link or merge?

[Ugo Bellavance]

Le 2011-08-10 14:44, Roy Kaldung a écrit :

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.


That would be my case. Do you have to close all merged tickets individually?

Ugo

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Re: [otrs] Duplicates... link or merge?

[Roy Kaldung]

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

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e-mail: r...@kaldung.com
web: http://kaldung.com/
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Re: [otrs] Duplicates... link or merge?

[Ugo Bellavance]

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?

Thanks,

Ugo

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Re: [otrs] Duplicates... link or merge?

[Roy Kaldung]

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.

hth,
Roy


-- 
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[otrs] Duplicates... link or merge?

[Ugo Bellavance]

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.


Thanks,

Ugo

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