No, I didn't get any answers. I presume it is a bug. Thanks for having come out again. Perhaps someone ot the more mature users has already set up a fix? Or are they managing the same issue of reducing redundancy in other more efficient ways?
Gianluca > -----Messaggio originale----- > Da: Chris Poupart [mailto:[EMAIL PROTECTED] > Inviato: giovedì 13 dicembre 2007 16.53 > A: Gianluca Cecchi > Cc: [email protected] > Oggetto: Re: [rt-users] Doubts about "Merge into" functionality > > 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
