Master/Slave vs Merge

Moderator: crythias

Post Reply
SeanLetson
Znuny newbie
Posts: 5
Joined: 08 May 2012, 21:50
Znuny Version: 3.1.4
Real Name: Sean Letson
Company: CACI

Master/Slave vs Merge

Post by SeanLetson »

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 viewable in the queue but is listed in the parent ticket. My supervisor says that the child ticket was closed by OTRS as soon as it was merged with the parent and he claims this will throw off our reporting matrix in the statistics module for ticket solution times. Is this true? Or does the child ticket still accrue the same statistics as its parent until the parent is closed?
Post Reply