Merge and Link tickets

lugibellotoni

osTicket: v1.18
PHP: 8.1.2-1ubuntu2.17

Hi, we have an osTicket system running and we are introducing in our team the ability to merge and link ticket.
I was doing some test to understand how it works in some situation and i have two question about these funcionality.

I merged two tickets, specifying to keep them separate. After sending some emails from it, I wanted to change the merge from separate to unified. Does this action cause any problems or errors? I'm expecting the thread to change to a chronological order.
I merged two tickets into one. Then I wanted to merge another ticket, a third one, and link it to the merged one. It keeps saying a message, but doesn't really understand what I mean:

Merged tickets cannot be added by hand. They must be pre-selected.

Hope everything is clear.
Thanks in advance for your help.

ntozier

lugibellotoni I merged two tickets, specifying to keep them separate. After sending some emails from it, I wanted to change the merge from separate to unified. Does this action cause any problems or errors? I'm expecting the thread to change to a chronological order.

No idea what you are trying to ask.
Merged tickets are merged... There is no separate vs unified,

lugibellotoni I merged two tickets into one. Then I wanted to merge another ticket, a third one, and link it to the merged one. It keeps saying a message, but doesn't really understand what I mean:

Merged tickets cannot be added by hand. They must be pre-selected.

The merged tickets needs to be the primary, but you can merge more tickets into it, but only if it is not a merged ticket itself. I do not think that you can merge two merge tickets. Or at least you cannot in the version that I am running.

KevinTheJedi

ntozier what they are saying for #1 is you can choose to keep the threads separated or choose to combine them. Keeping them separated will put the parent Ticket's thread on top and put the Children's threads on bottom (or vice versa - however you have your thread order configured in your profile). Combining them will put all thread entries in chronological order by date and time.

lugibellotoni what ntozier said for #2 is entirely correct. You cannot merge a merged ticket (parent nor child) into another merged ticket (parent nor child). You can only merge a standalone ticket to another standalone ticket or merge a standalone ticket to a parent ticket.