Hello everyone,
First of all, yes, I’m totally aware of the big glaring warning that
clearly states “Warning: merging is a non-reversible action! Enter a single
ticket number to be merged into.” And yes, I’m about to go overboard on
very explicit security permissions for my guys.
However, I’m now facing a stupid situation all thanks to an intern who
thought he’d problem solve himself, and he accidentally merged a sub-ticket
of an ongoing case that is completely unrelated to what he was trying to
do. Now, I have a simple ticket that was supposed to be a purchasing
request, and now he’s managed to merge the data in error. How can I sort
this issue out, even if I have to do it by hand? I have SQL experience (my
backend DB), so I’m not afraid from that respect, but since I’m still
fairly newish to RT, so I hesitate at just hunting via SQL queries and
trying to update the info without guidance.
Side thought: Why are there so many non-reversible actions in RT? Another
example are ticket comments, which now at this point have a ton of awful
typo’s, but we’re forced to “roll with it” because there’s no way to
correct the typo.
Thanks for the help, and sorry if I sound a bit heated at the moment.
Sean
However, I’m now facing a stupid situation all thanks to an intern who
thought he’d problem solve himself, and he accidentally merged a
sub-ticket of an ongoing case that is completely unrelated to what he
was trying to do. Now, I have a simple ticket that was /supposed/ to be
a purchasing request, and now he’s managed to merge the data in error.
How can I sort this issue out, even if I have to do it by hand? I have
SQL experience (my backend DB), so I’m not afraid from that respect, but
since I’m still fairly newish to RT, so I hesitate at just hunting via
SQL queries and trying to update the info without guidance.
Assuming tickets 17 and 42 were mistakenly merged:
UPDATE Tickets SET EffectiveId = id,
IsMerged = NULL
WHERE id IN (17, 42);
Leave off the IsMerged column if you’re still on 4.0. Note that this
will not undo new requestors/ccs/adminccs added to the merged-into
ticket. You will need to adjust those by hand in the web UI.
/Side thought: Why are there so many non-reversible actions in RT?
Another example are ticket comments, which now at this point have a ton
of awful typo’s, but we’re forced to “roll with it” because there’s no
way to correct the typo/.
Comments went out in email when they were made; you cannot go back and
edit the typos in them. RT simply records the history as it happened.