Changes to Master not reflected in Slave

[goldengrizzly]

Hi

We are running OTRS 3.1.3 with MasterSlave 1.2.1.

When I add a note to a master ticket, the note does not appear in the slave ticket.
When I close a master ticket, the slave tickets remain opened.

Any thoughts on what I am doing incorrectly?

Thanks
Richard

[yuri0001]

Hi!
First I want to ask you where you read that there should be this way?
The second. For me it will be better do not allow to close Master ticket before Slave. This is done in SysConfig in Ticket -> Core::TicketACL --> by enabling Ticket::Acl::Module###1-Ticket::Acl::Module(ACL module that allows closing parent tickets only if all its children are already closed ("State" shows which states are not available for the parent ticket until all child tickets are closed)).
This feature turn off "Close" button in Master(Parent) ticket until Slave(Children) ticket not closed
It is able both for splitting tickets & Master/Slave tickets
Sorry my bad English

[goldengrizzly]

Yuri--first of all you English is a lot better than anything else I speak.

Thanks for your reply--If we have a major system go down, we could get 20 or 30 calls all related to that system being down. We want to be able to close the master with some statement about what was fixed and have all the slave tickets close as well with the same message. No reason to close 20-30 tickets exactly the same way.

Richard

[yuri0001]

Good evening Richard!
Unfortunetly, I don't know a simple way to resolve your problem.
You can try Bulk action for close this call at once or GenericAgent for search all child tickets to Master one and close them in one session

[goldengrizzly]

Thanks Yuri.

Richard

[goldengrizzly]

Yuri--any idea why this YouTube video says that what happens to a master, also happens to a slave--as well as closing it?

http://www.youtube.com/watch?v=zkc_qTCSloo

Thanks
Richard

[yuri0001]

Hi!
I looked this video, but I tried & not found that articles from Slave ticket duplicates in Master and vice versa, May be Imissed some configure features?