Znuny and ((OTRS)) Community Edition

The problem I'm having is when I create a Master ticket and add a Slave ticket under it, the slave ticket does not get closed out when the Master is closed. If I merge two tickets together the Parent ticket is listed as open in its queue, but the Child ticket is listed as Merged and is no longer vie...

I'm running OTRS 3.1.4 and this workaround hasn't been written into it yet that I can find. It should be, I'm tired of having email tickets created for the sale of cheap viagra even with the spamassassin running.

Thanks, I was over thinking it. Your suggestion worked after I tweaked the system to look for the merge notification OTRS places in the child ticket as the article to forward in the notification.

Well, I've discovered that everything pertaining to ticket merging takes place in the AgentTicketMerge.pm, including the email generated and sent to the customer. The notification I created is triggered by a ticket merge but is located in a different module so the tag <OTRS_MERGE_TO_TICKET> won't wo...

I know OTRS sends an email to the customer when a ticket is merged with both numbers (parent/child) in the email body. My problem is getting it to work inside of a notification to the owner/responsible agent. Using the same notification tag for the parent ticket that the system used in the notificat...