OTRS MasterSlave

[aph]

Hi,

I'm trying to understand the OTRS MasterSlave module. The functionality I'm most interested in is the one whereby all slave tickets are closed if one closes the master ticket. It works in the following example:
Step 1: Create a master ticket A
Step 2: Create slave ticket 1 (slave of ticket A)
Step 3: Create slave ticket 2 (slave of ticket A)
Step 4: Close ticket A. As a result, ticket 1 and 2 are also closed.

However, if I create a master ticket and link some tickets already existing in the system as children tickets to it, these tickets are not closed upon closing the master ticket.
Why does this behaviour occur?

Such a functionality is desireable. For example when an application is not working, we would get many emails reporting the same problem. I would like to open a new master ticket, link the tickets which report the problem as slave tickets to the new master ticket and have these linked tickets close once the master ticket is closed.

[aph]

As I found out, the existing tickets can be assigned as slave tickets of a new master ticket by using the master slave button in the ticket menu. This button can be activated /deactivated via MasterSlave -> Frontend::Agent::Ticket::MenuModule. The other configuration options are available under MasterSlave and OTRSMasterSlave in SysConfig drop down. In particular, the config options under MasterSlave -> Core::MasterSlave are the most important.

Similarly, an existing ticket can be made a new master ticket using the MasterSlave button. Subsquently, existing tickets can be assigned as its slave tickets. It is also possible to use bulk action to link multiple tickets to a master ticket. New tickets can be a assigned as slave tickets of this master ticket during ticket creation via the web interface. The dynamic field MasterSlave must be made available on the new ticket screen for this to work.