I don't know if anyone responded to you or not, but the work-around for
this problem is to make sure that the tickets that you want to merge are
in the same queue. That will at least take care of queue, I am not sure
about custom fields, as I haven't double checked that myself.
It is annoying, because we have had situations where owners of a ticket
that is composed of merged tickets can not see all of the details
because parts of the merged ticket remained in a queue that they didn't
have access to.
-- Chris
Gianluca Cecchi wrote:
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
------------------------------------------------------------------------
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
