Znuny Open Source Ticketsystem

Ok so we decided to use the split function.
So that when I need to send ticket to contractors it create a copy of existing ticket with SLA reset.

Is there a way to close parent ticket on child close or at least inform parent owner that child is closed?
Shall we better use master slave module?

Hello, We are dealing with Level1 support managed internaly and Level 2 and 3 with contractors. SLA are based on ticket creation so we cannot use them to check SLA negotiated with contractors; otherwise we could reset SLA when moving the ticket to the contractor queue. But this not an option in OTRS...

OK I'll go for the SQL
Is there a simplified data model with main tables?

Thank you for you return. It seems that with your solution I'm able to count the number of time a tickets moved from one queue to another but not the number of tickets owned by a specific user. Let me explain with example: Ticket 1 : has been owned by agent A then Agent B then Agent C Ticket 2 : has...

Hello this can answer part of my question. Thanks you. Actually we have two distinct internal team one for functional support and the other one for technical support. So one ticket can be first analyzed by funtionnal team then sent to contractors for deeper analyzis and finaly to the technical team ...

Hello, First of all as it's my first post, thank you for the help provided on this forum! I found most answers of my questions here but not for the following one. We can have both internal and contractors working on the same tickets. Internal as level 1 support and then contractors for level 2 or le...