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

[Gianluca Cecchi]

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:chris.poupart at mcgill.ca] 
> Inviato: giovedì 13 dicembre 2007 16.53
> A: Gianluca Cecchi
> Cc: rt-users at lists.bestpractical.com
> 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
> >
> >
> >
> > 
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