[rt-users] Doubts about "Merge into" functionality

[Chris Poupart]

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
>
>
>
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