On 8 February 2013 23:08, Atom Powers <[email protected]> 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 --------------------------------------------------------------------- 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
