Split a Ticket
This workflow describes how to split a ticket.
When working with a Customer to resolve an issue, lots of email messages can be sent back and forth, all within OTRS.
It is possible that, at some point, the customer will bring up a different issue, not related to the current problem.
To correctly document this new issue in OTRS, the current ticket has to be split, creating a new ticket.
It is important to inform your customer that you are creating a new ticket for the new issue so that they can send their emails to the correct ticket.