[rt-users] Merging tickets and call statistics.

[Michael Ellis]

Hmmm... I'll have to consider whether to use merge in the future. It's one
thing for me to be able to pull that from the DB directly, but I think I'd
have to come up with a way to allow the managers to get this info from the
UI.

Thanks for the info,

Mike

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: August-24-09 2:46 PM
To: Michael Ellis
Cc: rt Users
Subject: Re: [rt-users] Merging tickets and call statistics.

> merged the tickets, but am now wondering if I've lost the stats for
calling.
Yes, but in the UI only.

The data is still in the database. The tickets table includes columns
for ID and EffectiveID. When you merge Tickets the EffectiveID is set
to match the destination. You can therefore still get statistics on
individual instances; select count(ID) from Tickets group by
requestor. Alternatively, you can look for merge transactions, or use
the wiki OnMerge condition to do something.