[rt-users] Help Resolving Incorrect Ticket Merging

Alex Vandiver alexmv at bestpractical.com
Fri May 16 17:27:35 EDT 2014

On 05/16/2014 05:08 PM, Sean Snell wrote:
> However, I'm now facing a stupid situation all thanks to an intern who
> thought he'd problem solve himself, and he accidentally merged a
> sub-ticket of an ongoing case that is completely unrelated to what he
> was trying to do. Now, I have a simple ticket that was /supposed/ to be
> a purchasing request, and now he's managed to merge the data in error.
> How can I sort this issue out, even if I have to do it by hand? I have
> SQL experience (my backend DB), so I'm not afraid from that respect, but
> since I'm still fairly newish to RT, so I hesitate at just hunting via
> SQL queries and trying to update the info without guidance.

Assuming tickets 17 and 42 were mistakenly merged:

  UPDATE Tickets SET EffectiveId = id,
                     IsMerged = NULL
   WHERE id IN (17, 42);

Leave off the IsMerged column if you're still on 4.0.  Note that this
will _not_ undo new requestors/ccs/adminccs added to the merged-into
ticket.  You will need to adjust those by hand in the web UI.

> /Side thought: Why are there so many non-reversible actions in RT?
> Another example are ticket comments, which now at this point have a ton
> of awful typo's, but we're forced to "roll with it" because there's no
> way to correct the typo/.

Comments went out in email when they were made; you cannot go back and
edit the typos in them.  RT simply records the history as it happened.
 - Alex

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