bestpractical/rt-extension-activityreports — Issue #3: Activity Summary counting tickets that have been merged
Author: EchoKev
Created: 2011-11-09 18:18:04+00:00
State: open

We get alot of tickets and sometimes they are regarding the same issue, and are merged together. These tickets should be considered as one ticket. When the Activity Summary page checks the info for the selected date period it counts every number, even if they have been merged.

ex. New tickets 533 but actually there is only 120, as all the other ones have been merged. This happens alot, especially when Nagios makes tickets when there are server issues.

The time worked page shows the correct number of tickets only 120. This makes things slightly confusing when trying to create reports about usage.