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 <[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
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--Atom Powers--
Director of IT
DigiPen Institute of Technology
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