Customer on Split Ticket

[Paulc]

Hi all. We sometimes need to split out an article from a customer's ticket to create a further ticket that does not need the customer to be advised of or even aware of (for internal purposes).

We have found that if we split the article out, the new ticket appears to all intents and purposes to be being raised in the name of the agent that added the article (which is what we require) but when the ticket is submitted, it is raised in the name of the customer that raised the original ticket.

We have also found that when the ticket is split, if we delete the displayed customer (the agent) on the raise new ticket form, and then add the agent back in again, then the ticket is raised in the agent's name.

Is this likely to be a config issue (I have searched and been unable to identify anything in SysConfig) or is it a bug?

Thank you.

[crythias]

if we delete the displayed customer (the agent) on the raise new ticket form, and then add the agent back in again, then the ticket is raised in the agent's name.

This is confusing to follow, but is as it does. Who would you expect it to be in the name of?

We have found that if we split the article out, the new ticket appears to all intents and purposes to be being raised in the name of the agent that added the article (which is what we require) but when the ticket is submitted, it is raised in the name of the customer that raised the original ticket.

What version of OTRS? When I split a ticket, it's From the ticket's customer even before submit.

Better yet, what do you *want* to happen? Maybe that can be better answered.

If splitting the ticket doesn't do what you want, create a ticket and link it to the customer's. Don't forget you can also Forward an article internally and the customer won't be apprised of any -internal activity on the ticket.

[Paulc]

Version is in signature.

When the new (split) ticket is being raised, I would expect the name of the person that the ticket will be logged against to appear on the new ticket screen.

At present it shows the name of the agent that added the article being split, but when submitted, the ticket shows as being raised by the customer of the original ticket.

Ideally I would like the person that the call will be actually logged against to be displayed on the new (split) ticket raising screen as this removes all doubt and avoids any confusion. This can be either the agent or the original customer - it matters not - as long as it doesn't then change once submit is clicked.

The split function is very useful and meets our needs, its just this confusion over who we think the customer is for the split ticket being raised - that displayed on the screen, or that recorded aganist the new ticket once submit has been pressed.

I realise that this is quite difficult to explain so hopefully this example will help:

Ticket raised by Customer A.
Ticket resolved by Agent B but Agent B recommends further related activity on a new ticket.
The article that Agent B made the recommendation on is split. This opens the new ticket screen with all the details completed - with Agent B shown as the customer.
When submit is clicked and the ticket raised, the ticket then has Customer A recorded as the customer - not Agent B as the logging screen advised.
If prior to submitting the new ticket, the customer is deleted from the logging screen and then re-added, when submitted the customer is recorded as Agent B.

I hope that this helps explain!

[crythias]

The article that Agent B made the recommendation on is split

The sender of the article would be placed in the split ticket.

The customer of the original ticket would be attached to the split ticket.
It should be that this is consistent, even if it appears confusing.

the customer is deleted from the logging screen and then re-added, when submitted the customer is recorded as Agent B.

I don't know what this means.