How do I handle a ticket that addresses an old issue and raises a new one?

[peter_mcc]

hi

A customer has replied to an existing ticket with information that is relevant to the ticket.

They have also asked another question, about another product, completely unrelated to the original enquiry.

How can I split it up in Cerberus to two tickets?

In 3.6 I could
- split message into new thread
- duplicate thread
- merge one of them back to the original thread, adding a comment that the new question now had it's own thread
- added a comment to the new thread about the old issue

It was messy but it worked - I got two tickets from the one email.

In Cerb4 I can see the "split ticket" but there doesn't seem to be a "duplicate" any more.


Any ideas on how I can do deal with this issue? It must be a common one for people. I'm not sure how it could be made more elegant - ideally I think you'd select part of the message and say "split this off into a new ticket".

regards
Peter

[Hildy]

Ah. When I first saw the RSS popup on this one, I wasn't sure why this was in any way desireable (i.e., why not just split off the new message and be done with it?). I can see why you'd want that one message duped, but unfortunately, there's no way to do that at this time.

As a workaround, perhaps you could reply to the culprit message, responding to the relevant part, and after the reply is sent, split out that message into the new ticket?

[peter_mcc]

I'll have to start sending you guys emails that cause the same problem! Ask a support question and an accounting one in the same email...

peter

[joegeck]

Another possible workaround is to use the 'log message' feature and make a second ticket on behalf of the requester. You'd just copy & paste the unrelated parts of the message in the log message window. In fact theoretically you could do this twice to create two new tickets and scrap the original bloated message entirely by closing it. I know it's not the most elegant solution unfortunately.

So in case that's not good enough I filed a "duplicate or split message" request in our tracking portal. Not sure if this will get much traction without support, so vote away! :)

http://www.wgmdev.com/jira/browse/CHD-821