Hi all,
When merging two tickets in the latest RT 5.0.1 (we upgraded from 4.2.8) there is a problem with the status of the original ticket whitch is beeing merged with the new ticket > the status of the old ticket doesnt change in the database. This was not a problem with 4.2.8.
Can be reproduced (ticket 61454 is the ticket in whitch both tickets are merged (61453) with status open):
mysql> select * from Tickets where id = “61454” and Queue = “8”;
±------±------------±---------±------±-------±------±-----------±----------------±--------------±---------±--------------±-----------±-------±---------±-----±--------------------±--------------------±--------------------±--------------------±--------------±--------------------±--------±--------------------±-----+
| id | EffectiveId | IsMerged | Queue | Type | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | SLA |
±------±------------±---------±------±-------±------±-----------±----------------±--------------±---------±--------------±-----------±-------±---------±-----±--------------------±--------------------±--------------------±--------------------±--------------±--------------------±--------±--------------------±-----+
| 61454 | 61454 | NULL | 8 | ticket | 30 | merge2test | 10 | 49 | 10 | 0 | 0 | open | 0 | NULL | 1970-01-01 00:00:00 | 2021-07-15 07:17:24 | 2021-07-18 07:17:24 | 1970-01-01 00:00:00 | 30 | 2021-07-15 07:18:04 | 30 | 2021-07-15 07:17:24 | NULL |
±------±------------±---------±------±-------±------±-----------±----------------±--------------±---------±--------------±-----------±-------±---------±-----±--------------------±--------------------±--------------------±--------------------±--------------±--------------------±--------±--------------------±-----+
Old ticket 61453 (status stays new even after merge):
mysql> select * from Tickets where id = “61453” and Queue = “8”;
±------±------------±---------±------±-------±------±-----------±----------------±--------------±---------±--------------±-----------±-------±---------±-----±--------------------±--------------------±--------------------±--------------------±--------------±--------------------±--------±--------------------±-----+
| id | EffectiveId | IsMerged | Queue | Type | Owner | Subject | InitialPriority | FinalPriority | Priority | TimeEstimated | TimeWorked | Status | TimeLeft | Told | Starts | Started | Due | Resolved | LastUpdatedBy | LastUpdated | Creator | Created | SLA |
±------±------------±---------±------±-------±------±-----------±----------------±--------------±---------±--------------±-----------±-------±---------±-----±--------------------±--------------------±--------------------±--------------------±--------------±--------------------±--------±--------------------±-----+
| 61453 | 61454 | 1 | 8 | ticket | 30 | merge1test | 10 | 49 | 10 | 0 | 0 | new | 0 | NULL | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2021-07-18 07:16:47 | 1970-01-01 00:00:00 | 30 | 2021-07-15 07:18:04 | 30 | 2021-07-15 07:16:47 | NULL |
±------±------------±---------±------±-------±------±-----------±----------------±--------------±---------±--------------±-----------±-------±---------±-----±--------------------±--------------------±--------------------±--------------------±--------------±--------------------±--------±--------------------±-----+
1 row in set (0,00 sec)
Since we are using reports directly from the database this report now shows a new ticket even though in the web interface of RT5 the new ticket is not visible in the queqe under new … ?
Is this a bug or by design?
Thank you