OTRS : Goodbye Master/Slave. Hello Primary/Secondary.

How has Primary/Secondary changed?

The name change aside, the feature add-on has been enhanced in the following important ways:

• Changed: Ticket updates are no longer always automatically replicated to all secondary tickets; agents now make updates to secondary tickets via the normal ticket action menu in order for these updates to be replicated to the secondary tickets. Now, agents have the choice as to whether they want to update all of the tickets in the relationship (secondaries), a subset of those or only the primary ticket. This can be extremely useful if, for example, email communication or notes that happen in the primary ticket should not completely be replicated to the secondaries.
• Changed: The option to automatically replace customer names in articles of the secondary tickets (for example when sending an email) called "ReplaceCustomerRealNameOnSlaveArticleTypes", which was intended for personalizing communication on secondary tickets, is no longer part of the feature add-on as it too often resulted in incorrect or incomplete salutations in customer communication. An email composed in a primary ticket that should go to customers of secondary tickets should be phrased in a generic way instead. Something like "Dear customers", for example, will not be replaced.
• New: Information and communication can be added to secondary tickets without adding it to the primary tickets and vice versa.
• New: Agents can use bulk update actions for primary/secondary actions.
• New: The primary/secondary property can be used as a filter in ticket lists.
• Note: If ACLs, generic agents, processes, postmaster filters or sysconfig settings use the former dynamic field "MasterSlave", these configurations are not automatically migrated to the new dynamic field "PrimarySecondary" in OTRS 8. This can be modified manually after the update.

While changes have been made, these are well documented. Continue to read more about how the feature works here.

What is the Primary/Secondary Ticket Action Menu?

Mentioned above is that there are many actions that agents can take when working with tickets that use the primary/secondary relationship. Taking action on the primary/secondary tickets means using the ticket's action menu. Once you click into the ticket, the action menu is located in the upper left corner of the ticket. After opening it, there is a special set of selections with a header called primary/secondary that offers choices for both organizing and updating tickets within the relationship.

Action menu of a primary ticket:

Action menu of a secondary ticket:

If primary/secondary would help your service team deliver faster, more consistent service, contact our experts for more information.