In the database there are the following tables that are relative to merged tickets 'ticket' 'link_type' 'link_relation'
The 'ticket' table has, among others, columns called 'id' and 'tn'. The 'id' column holds a number used in the database as a reference. The 'tn' column holds the ticket number as displayed in the web interface. The 'link_type' table has columns called 'id' and 'name' The 'id' column holds a reference number for the entry in this table The 'name' column holds the text describing the entry. The 'link_relation' table has columns called 'source_key', 'target_key' and 'type_id' The 'source_key' holds a reference to a ticket 'id' in the 'ticket' table The 'target_key' holds a reference to a ticket 'id' in the 'ticket' table The 'type_id' holds a reference to the 'id' in the 'link_type' table Each entry in the link_relation table has only one source id and one target id. >From your example tickets A, B and C all continue to exist in the database even after they are merged. When C is merged to B an entry is entered in the link_relation table using the link_type id of 2 ... ParentChild ... With B as the source and C as the target. When B is subsequently merged to ticket A a second entry is created in the link_relation table using the id of 2 again. This time A is the source and B is the target. When a reply is received for ticket C the ticket number is stripped from the subject and a database lookup retrieves the 'id' from the 'ticket' table used in the database. This id is then checked against the 'target_key' column of th 'link_relation' table. If an entry is found then the corresponding 'source_key' is retrieved to identify the parent ticket. In this way the system identifies that B is the parent of C. Taking a leap of faith here (and going by your experience), I do not think it does any subsequent check to see if B has a parent. This would explain why replies to C are added to the ticket B and not A. Rory On 5 August 2011 09:50, Dion van Adrichem <[email protected]> wrote: > Ticket B does exist, or at least its TicketID. If this ticket is opened it > does normally not have any messages attached, only the message that it is > merged. > > But when I merge Ticket C with B, and then B with A. Then a new email with > ticketID C will be attached to ticket B and not to ticket A. > > Dion > > > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > Frank Thommen > Sent: vrijdag 5 augustus 2011 10:43 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Merging multiple Tickets > > > If Ticket C is merged to Ticket B. > > And afterwards Ticket B is merged to Ticket A. > > > > Is it normal that when an extra email arrives for Ticket C that it will > > be added to Ticket B? > > After I've merged "B" into "A", there is no "B" anymore where mail could > be added to... How comes you still have a ticket "B"? > > frank > --------------------------------------------------------------------- > 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 >
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