Merged request displays as open in the list of requests, even though its status should be linked or closed.

A customer of mine is having problems with merged requests showing up as open, when they are actually closed (via the request they were merged with). You can see the problem here:

 

So as you can see, the status was changed from open to linked, but it shows as open in the statistics. How can i get the old request closed, and why did it end up like this in the first place?

RE: Merged request displays as open in the list of requests, even though its status should be linked or closed.

Hi Dennis,

To resolve this issue you need to manually set status on "open" request to merged, either with CRMscript or by updating in database.

You can face such scenarios if you for instance have request open in another tab, and after you merge requests from batch management, return to tab and set status without refreshing. 

By: Michel Krohn-Dale 11 May 2021

RE: Merged request displays as open in the list of requests, even though its status should be linked or closed.

Hi!

We use 8.5 and we run in to a lot of situations where the "merged from" ticket is displayed as open.
Our work around is as follows.
1. Search for the "merged from" ticket that is open
2. In the ticket list DO NOT OPEN* just mark it by the checkbox. (Always have it to the left!)
3. Open the Action button (down left) and Batch management and select Change
4. Change Status to Closed
Done!

* If you open the ticket you end up in the "merged to" Ticket

By: Göran Falkman 18 May 2021

RE: Merged request displays as open in the list of requests, even though its status should be linked or closed.

Nice tip - for those preferring CRM Script, this worked for me :)

Ticket t;
t.load(<insert ticket id here>); 
t.setValue('status', '5');
t.save();
By: Dennis Mortensgaard 18 May 2021

RE: Merged request displays as open in the list of requests, even though its status should be linked or closed.

There is an old bug here:
https://community.superoffice.com/en/product-releases/bugs-wishes/product-issue/?bid=67347&azure=0

This happens if two user works in the same ticket during the merge. Or it can happen if the user who is doing the merge has the request open during the merge in another tab in the browser.

So we usually solve it like this:
You have request 1 that has the right status.
Then request 2 that is the one that should have the status linked but are open.
Then we create request 3. just an empty request we create.

Then we merge request 2 into request 3. So that we take all the statuses and data from request 3.
And then we merge request 3 into request 1. So that we take all the statuses and data from the request 1.

By: Samuel Holmström 18 May 2021

RE: Merged request displays as open in the list of requests, even though its status should be linked or closed.

Much nicer Dennis!

But I do not dare my 445 users try it. 
A lot safer using the GUI! :-)

And thanks Samuel for the explanation on why it happens!

By: Göran Falkman 25 May 2021