Situation: User1 sends an e-mail that creates ticket #1 with subject "I have problem 1" into the queue General
I am a master of ticket mgmt, so that in a few seconds I take in charge the ticket, open it, assign to it the queue "hw" and CF "company1" After a few minutes User2 sends an e-mail that creates ticket #2 with subject "I have problem 1 too" into the queue General I would like to have only one reference for this problem as the two tickets are actually for the same problem 1. I think I have to use the "Mege into" functionality and these are the steps I take: 1) from "10 newest unowned tickets" section I click on the subject link for ticket #2 2) select jumbo 3) I go down to "New links" and insert 1 into the section "merge into:" But the effect is that A) ticket #2 disappears as it merges into #1 (OK) B) the values of queue and CF for the ticket #1 changes in what were the #2 ones (KO) Is it a bug or me incorrectly using the functionality? How would be the correct way to manage this situation? At http://wiki.bestpractical.com/view/ManualIntroduction i can find explanation only for the other kinds of ticket-links... Thanks, Gianluca
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