How to handle dublicate tickets

[krmagic]

Hi,

Sometimes we receive tickets which already exists and have exact the same content as another ticket (merge makes no sense!). Or sometimes a ticket is replaced by another one.

how do you handle tickets which are double?

We cannot close it, because in fact they don't count as closed tickets - they are just double.

Is there a specific way to handle double tickets in OTRS? Or maybe someone has a best practise example

Thanks a lot.

[ferrosti]

Search for 'merge' in the OTRS manual

[crythias]

or use generic agent to delete it.. but merge is the right answer.

[Wolfgangf]

i'd higly recommand not to delete but to merge

[krmagic]

Thanks for all your inputs.

The "merge-solution" is not good. If we do so exactly the same content appears x-times in a ticket.