How to use Master / Slave OTRS 5

[jstefanovic]

Dear OTRS gurus,

sorry to bother you, but I can't figure out how to use Master / Slave feature on OTRS 5 (server CentOS7, SQL)
When I click on the Master/Slave button, OTRS is opening a note with subject MasterSlave! and that's all...

I was checking Sysconfig Master Slave, but no luck.

Any help will be appreciated a lot!

Thanks in advance!!!

Jan

[RStraub]

When creating a new ticket, do you have the dropdown Master/Slave?

In order to set a ticket "as slave of another" you first have to create a master ticket. To do that, select in the aforementioned dropdown the option "new master ticket".

[jstefanovic]

Hi RStraub,

thank you for your answer. The problem is, when I open a ticket from Dashboard and click on MasterSlave button, all I see is this:

OTRS MasterSlave.JPG

NO option to actually set ticket to Master or Slave. I was checking Sysconfig, enabling some options at Core::MasterSlave
but for the love of God, I can't make it right.
Can you please send me some details of which part of Sysconfig I have to modify to get this work?
Appreciate your time and help a lot!
Have a great Friday!

Jan

[RStraub]

Im a bit at a loss there. What versions (OTRS + Master/Slave) do you use?
In our setup, pressing the Master/Slave button (AFTER ticket creation), the popup looks like this:

VIewMasterSlave.PNG

When creating a new ticket, we can directly define a ticket as a slave of another, or as a new master:

NewTicket.PNG

As for the sysconfig, the only changes we have in the MasterSlave:Core are these three options (we set them to enabled):
MasterSlave::AdvancedEnabled
MasterSlave::UnsetMasterSlave
MasterSlave::UpdateMasterSlave


Best regards

[jstefanovic]

Hi RStraub,

thank you for your answers and attached pictures. The problem is we don't see the part you've attached.
The click on MasterSlave button, shows only note (as per attached file in my previous post)
I've checked settings on under sysconfig, all three are enabled:
MasterSlave::AdvancedEnabled
MasterSlave::UnsetMasterSlave
MasterSlave::UpdateMasterSlave

Oh, BTW, we are at CentOS 7, SQL and OTRS 5.0.10

Have a great day and thanks again!!!

Jan