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<TITLE>Doubts about "Merge into" functionality</TITLE>
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<P><FONT SIZE=2 FACE="Arial">Situation:</FONT>
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<P><FONT SIZE=2 FACE="Arial">User1 sends an e-mail that creates ticket #1 with subject "I have problem 1" into the queue General </FONT>
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<P><FONT SIZE=2 FACE="Arial">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"</FONT></P>
<P><FONT SIZE=2 FACE="Arial">After a few minutes User2 sends an e-mail that creates ticket #2 with subject "I have problem 1 too" into the queue General</FONT></P>
<P><FONT SIZE=2 FACE="Arial">I would like to have only one reference for this problem as the two tickets are actually for the same problem 1.</FONT>
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<P><FONT SIZE=2 FACE="Arial">I think I have to use the "Mege into" functionality and these are the steps I take:</FONT>
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<P><FONT SIZE=2 FACE="Arial">1) from "10 newest unowned tickets" section I click on the subject link for ticket #2</FONT>
<BR><FONT SIZE=2 FACE="Arial">2) select jumbo</FONT>
<BR><FONT SIZE=2 FACE="Arial">3) I go down to "New links" and insert 1 into the section "merge into:"</FONT>
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<P><FONT SIZE=2 FACE="Arial">But the effect is that </FONT>
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<P><FONT SIZE=2 FACE="Arial">A) ticket #2 disappears as it merges into #1 (OK)</FONT>
<BR><FONT SIZE=2 FACE="Arial">B) the values of queue and CF for the ticket #1 changes in what were the #2 ones (KO)</FONT>
<BR><FONT SIZE=2 FACE="Arial"> </FONT>
<BR><FONT SIZE=2 FACE="Arial">Is it a bug or me incorrectly using the functionality?</FONT>
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<P><FONT SIZE=2 FACE="Arial">How would be the correct way to manage this situation?</FONT>
<BR><FONT SIZE=2 FACE="Arial">At </FONT><A HREF="http://wiki.bestpractical.com/view/ManualIntroduction"><U><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">http://wiki.bestpractical.com/view/ManualIntroduction</FONT></U></A><FONT SIZE=2 FACE="Arial"> i can find explanation only for the other kinds of ticket-links...</FONT></P>
<P><FONT SIZE=2 FACE="Arial">Thanks,</FONT>
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<P><FONT SIZE=2 FACE="Arial">Gianluca </FONT>
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