Puzzled about Master/Slave functionality.

[martinm76]

Hi all.

Today I tried creating a Master Ticket and linked cases from several customers to it that asked for the same information.
I was not sure what to put as customer on the Master Ticket, so I put myself and then linked all the other cases to it. So far so good.

Then I wrote a reply to the Master Ticket with a PDF attached and in stead of the customers getting the message, I got 6 updates myself and seemingly the attachment was not included. What am I doing wrong?

I have since updated each case manually (which I hoped I would not have to do) and closed the master ticket (that worked fine and closed all slave tickets).

Questions:
1) How to you actually get the update out to the clients listed in the slave tickets?
2) Why is the attachment stripped when sending out the message to the slave tickets (and any HTML formatting)?

I hope someone has some insights to offer so I can utilize this feature correctly next time.