Paolo Mosconi schrieb:
I don’t understand the logic though.
Sometimes you receive one message from your customer which results in twowork
chains in your response. In this case you want the article in both tickets. OTRS
cannot know which of those two cases is correct when you split, so it keeps
Split function as you have found doesn't remove it copies.
You can create the new ticket and then manually move the article via the
database using... (mysql) update article set ticket_id= where
id=. Don't manipulate the DB directly unless you know what you
are doing.
Original message -
