Issue with merge tickets and reporting

Moderator: crythias

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skilled
OTRS newbie
Posts: 69
Joined: 11 Apr 2018, 13:53
OTRS Version?: 6.0.16

Issue with merge tickets and reporting

Post by skilled »

Hello All,

i have 4 Tickets. i did merge for 3 Tickets to the first one and I changed the owner to new owner. If I want to make report and see the tickets, i will see 4 Tickets, the 3 merged tickets with state merge and with the agent who merged the tickets not the new owner and also i see the first ticket with state open with the new owner.

My first question, is it possible to see in the report only one ticket not all 4 Tickets?i mean after i merged the ticket to one ticket
The second question; if it is not possible to see only the first ticket in report, how to see in the report the new owner for merged tickets and not the Agent who merged the tickets, because i see now for the 3 merged tickets in report the agent who merged the tickets.

Thanks in advance

crythias
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Re: Issue with merge tickets and reporting

Post by crythias »

You should ignore merged state in your ticket search.
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drodralv
OTRS newbie
Posts: 87
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Re: Issue with merge tickets and reporting

Post by drodralv »

Hi guys,

I thought would be good to use the same post.

Whenever a ticket is merged to another one, that ticket linked as child and set as merged state, should be disregard, right?

As i see, when a ticket is merged, that with merged state will transfer the articlets to the parent ticket, having all info in the same parent valid ticket.

As merged ticket, we can not see the ticket in the Queue, is that normal?

Thank you

wurzel
OTRS guru
Posts: 2987
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Issue with merge tickets and reporting

Post by wurzel »

Hi,

3x yes

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