Master/Slave tickets

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yuri0001
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Master/Slave tickets

Post by yuri0001 » 03 Apr 2012, 08:20

Hi!
This video describes Master/Slave tickets feature - http://www.youtube.com/watch?v=zkc_qTCSloo in OTRS 2.x
In OTRS 3.1.x I don't see that state and article duplicates in Master/Slave tickets. Is this related to Ticket::Acl::Module###1-Ticket­::Acl::Module attribute that allows to close parent ticket only after closing child - when it activated? :?
Best regards Yuri Kolesnikov
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micshi
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Re: Master/Slave tickets

Post by micshi » 04 May 2012, 10:18

Hi yuri0001,
In OTRS 3.1.x I don't see that state and article duplicates in Master/Slave tickets.
please install MasterSlave package 1.2.5 since the previous version has some bugs. you also should active all advanced configurations for MasterSlave.
MasterSlave::AdvancedEnabled
MasterSlave::UnsetMasterSlave
MasterSlave::UpdateMasterSlave
MasterSlave::FollowUpdatedMaster
Is this related to Ticket::Acl::Module###1-Ticket­::Acl::Module attribute that allows to close parent ticket only after closing child - when it activated?
If "Ticket::Acl::Module###1-Ticket­::Acl::Module" was actived, it will make CloseParentAfterClosedChilds and MasterSlave to be conflicted each other, since MasterSlave allow you to close parent(master) ticket before the child(slave) tickets are not closed yet.

I think it is a design flaw. Now MasterSlave relation share the same link type with ParenChild. It will be better to have two different ticket link types, Parent-Child and Master-Slave and apply different ACL for each of them.

micshi
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yuri0001
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Posts: 631
Joined: 17 Mar 2011, 14:40
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Re: Master/Slave tickets

Post by yuri0001 » 04 May 2012, 11:34

Hi!
Thanks for your answers micshi!
I don't understand your last phrase -
and apply different ACL for each of them
.
To my mind this ACL's are embedded in OTRS (Ticket::Acl::Module###1-Ticket­::Acl::Module) and I only may activate/desactivate them in SysConfig.
What ACL's you mean?
UPD.
Yes, I understand after reading your answer some times. It's your feature request to devide embedded ACL for ParenChild & MasterSlave to configure them separately?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)

micshi
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Re: Master/Slave tickets

Post by micshi » 04 May 2012, 11:48

if "Ticket::Acl::Module###1-Ticket­::Acl::Module" was not actived, I can close master ticket manually and all its slave ticket will be closed automatically.

But, after "Ticket::Acl::Module###1-Ticket­::Acl::Module" was actived, I can not close Master ticket until all its slave tickets were all closed.

thats they conflict eath other.
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
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yuri0001
OTRS ninja
Posts: 631
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OTRS Version?: 5.0.6
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Re: Master/Slave tickets

Post by yuri0001 » 04 May 2012, 12:42

О.К.
Now everything fell into place, thanks again!!! :D
Sorry my bad English. :?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)

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