Merge ticket...

[vladimircacko]

Hello,

we have OTRS 3.1.6 installed.

Agent "merge" action works fine but leaves state of merged ticket as it was before merge. We don't want this.

Is there a way to set status of merged ticket to "Closed" or "Merged"?

Was trying to find an answer on net but couldn't

Any help would be appriciated...

Thank's in advance!

[crythias]

I believe it's doing what it's supposed to do.

[vladimircacko]

I believe it's doing what it's supposed to do.

OK, but after we close "parent" ticket, "child" stays open in system, until it is manually closed.

This is not what we want...

Any solution?

[crythias]

Doesn't appear to be one as far as I can tell. There is an ACL in SysConfig that prevents closing Parent if children aren't closed (enable manually).
I *think* that the merged child remains open in order to receive updates on the old ticket number.

I also believe that merge doesn't effectively do much more than mark as merged (and whatever that implies internally) and Parent/Child link.

Much of this makes sense to me, generally, as the "How do I unmerge?" may be answered by removing the link.

None of this directly answers your question, though, but if your merge process and procedure includes a close of the child, close it manually at the time of merge.

[CSL]

You could use a generic agent job to automatically close all merged tickets (all tickets in the merged state) every night after working hours. As with any automated solution, consider all cases and test thoroughly first.

[vladimircacko]

You could use a generic agent job to automatically close all merged tickets (all tickets in the merged state) every night after working hours. As with any automated solution, consider all cases and test thoroughly first.

That could be solution, but my merged ticket stays in open state...

Trying to find solution to set the state when using merge button in Frontend::Agent::ViewMerge...

When using Bulk I can set new state to merged...

[CSL]

I'm having another look at my own system and have realised that this should not be necessary. When a ticket is merged with another, its state is set to merged. This state is of type 'merged' and not 'open' or 'closed', so it is effectively removed from consideration by the system and is no longer either an open or closed ticket.

I can't remember if this is the default setting or a customization that we've done, and I don't know if version 3.1 has changed this behaviour, but if that is the way it is supposed to work then you should have no issue leaving tickets in the 'merged' state.

Go into the admin section and click 'States' to see what states you have in your system. In mine there is a 'merged' state that is of type 'merged'.

[vladimircacko]

OK, i found what was the problem...

Someone changed name of ticket state...

When I changed it back to "merged" it worked as it should.

After merge ticket got state merged...

Now it works well

Thanks for all help