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OTRSMasterSlave

Free

Enables linking multiple tickets to a master ticket for collective actions like synchronized status updates and automatic closing.

The MasterSlave package for Znuny and OTRS CE allows agents to define a "Master" ticket and attach multiple "Slave" tickets to it. This is particularly useful for major incidents or widespread outages where many users report the same issue. When the Master ticket is updated (e.g., a note is added or the ticket is closed), the package can automatically perform the same action on all Slave tickets. This saves time, reduces manual errors, and ensures consistent communication across all linked processes. The logic is flexibly adjustable via SysConfig, for example, to enforce that a master can only be closed once all slaves are resolved.

Features

  • Master/Slave Relationship

    Easily link tickets via the ticket zoom or bulk action. Agents can mark one ticket as a master and assign others as slaves.

  • Automated Status Synchronization

    Closing a master ticket automatically closes all associated slave tickets with a predefined state.

  • Article Replication

    Propagate notes and replies from the master ticket to all slaves to ensure consistent communication with all affected customers.

  • Configurable Constraints

    Prevents closing a master ticket as long as open slave tickets exist, ensuring complete resolution.

Categories

Master-SlaveTicket LinkingWorkflow AutomationMajor Incident ManagementTicket Management

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