Merging tickets and call statistics

Our unit logs all calls to our helpdesk phone, whether the request itself is
already in the system or not.

Recently we had a user call and email multiple times about the same issue. I
merged the tickets, but am now wondering if I’ve lost the stats for calling.
If I look for tickets created in time period X, has it just decreased by the
n-1, where n is the number of tickets I just merged?

-Mike

PS- If two trains are heading toward each other, one travelling at 55km/h
the other at…

merged the tickets, but am now wondering if I’ve lost the stats for calling.
Yes, but in the UI only.

The data is still in the database. The tickets table includes columns
for ID and EffectiveID. When you merge Tickets the EffectiveID is set
to match the destination. You can therefore still get statistics on
individual instances; select count(ID) from Tickets group by
requestor. Alternatively, you can look for merge transactions, or use
the wiki OnMerge condition to do something.

Hmmm… I’ll have to consider whether to use merge in the future. It’s one
thing for me to be able to pull that from the DB directly, but I think I’d
have to come up with a way to allow the managers to get this info from the
UI.

Thanks for the info,

Mike-----Original Message-----
From: Jerrad Pierce [mailto:jpierce@cambridgeenergyalliance.org]
Sent: August-24-09 2:46 PM
To: Michael Ellis
Cc: rt Users
Subject: Re: [rt-users] Merging tickets and call statistics.

merged the tickets, but am now wondering if I’ve lost the stats for
calling.
Yes, but in the UI only.

The data is still in the database. The tickets table includes columns
for ID and EffectiveID. When you merge Tickets the EffectiveID is set
to match the destination. You can therefore still get statistics on
individual instances; select count(ID) from Tickets group by
requestor. Alternatively, you can look for merge transactions, or use
the wiki OnMerge condition to do something.