Undoing a ticket merge or splitting a ticket

RT Users
1

I accidentally merged one ticket with the wrong numbered other ticket
(easy to do as I’m just keying a number into a freetext field on the
links page - I imagine in a busy helpdesk this could happen quite
often). Is there a simple way to undo this?

After googling this, searching through the wiki and the rt-users
archives I see lots of requests for a feature to ‘split’ tickets. eg. a
ticket containing more than one request needing to be split in two.
Whilst that would be nice, I think what I’m looking for is much simpler

  • the ability to undo a merge.

I am running rt 3.4.2 on Ubuntu Breezy. Apache 2.0.54 & mysql 4.1.12.

Cheers,

Brett Sheffield

2

Brett Sheffield wrote:

I accidentally merged one ticket with the wrong numbered other ticket
(easy to do as I’m just keying a number into a freetext field on the
links page - I imagine in a busy helpdesk this could happen quite
often). Is there a simple way to undo this?

After googling this, searching through the wiki and the rt-users
archives I see lots of requests for a feature to ‘split’ tickets. eg. a
ticket containing more than one request needing to be split in two.
Whilst that would be nice, I think what I’m looking for is much simpler

  • the ability to undo a merge.

For example
[rt3]> select id,EffectiveId from Tickets where id =6999;
| id | EffectiveId |
| 6999 | 6842 |

so, ticket #6999 merged into ticket #6842
for un-merge
[rt3]> update Tickets set EffectiveId=6999 where id=6999;

Dmitriy Yermakov

3

Dmitriy Yermakov О©╫О©╫О©╫О©╫О©╫:

For example
[rt3]> select id,EffectiveId from Tickets where id =6999;
±-----±------------+
| id | EffectiveId |
±-----±------------+
| 6999 | 6842 |

so, ticket #6999 merged into ticket #6842
for un-merge
[rt3]> update Tickets set EffectiveId=6999 where id=6999;

Thanks - that does the trick. I gather from your answer that there is
no way of doing this in the interface? I had assumed I had missed
something in the manual.

As this is a fairly easy mistake to make and it is not desirable to give
ordinary users access to the database, would it be useful for this
feature to be added to the interface? I note that all other forms of
linking tickets can be undone by “checking box to delete” in the links page.

4

I have tried in the past, to add this functionality, and its easy enough
to create an interface and split the tickets back,however the only
problem I came across is identifying the original requesters/watchers
for each ticket, to do this cleanly the merge function need to be
modified so it store the original People list for each ticket.
Roy

Brett Sheffield wrote: