In the event that a Client creates multiple tickets for the very same issue, you now have the ability to merge these tickets together in order to simplify the management of the issue. When you merge tickets together, you must choose a Master Merged Ticket, which becomes the main ticket that you will work from post-merge. Any additional tickets regarding the same issue may be merged into the Master Merged Ticket.

To Create a Master Merged Ticket:

Master Merged Ticket is the ticket that will remain open. Important information from the merged tickets will be copied into this ticket.

  1. Navigate to and open the ticket you are choosing to make the Master Merged Ticket.
  2. On the dark blue bar, right click and choose the option to Merge.
  3. In the dialog box, choose “Yes” to make this a Master Merged Ticket.
  4. Next, choose the ticket(s) that you want to become “merged” into the Master Merged Ticket
  5. Once satisfied that you have captured all of the necessary tickets to be merged, click OK.

    To Create a Merged Ticket

    Merged Ticket is the ticket that will automatically close during the merge. Important information from this ticket will be copied into the Master Merged ticket.

    1. Navigate to and open the ticket you are choosing to make the Merged Ticket.
    2. On the dark blue bar, right click and choose the option to Merge.
    3. In the dialog box, choose “No” to make this a Master Merged Ticket.
    4. Next, choose the ticket(s) that you want to be the Master Merged Ticket (which ticket the current ticket should be merged into).
    5. Once satisfied that you have chosen the correct ticket to either become the Master or is already a Master Merged ticket, click OK.

    Important Notes:

    • Merged tickets cannot be decoupled, so be very careful and thorough when performing this activity.
    • Student Employees may not be able to merge tickets from different clients.
    • Master Merged Tickets cannot be merged into another ticket.
    • The “Merge Master” field on the Manage Ticket tab is automatically checked when a Master Merged Ticket is created. You may filter by the this field to find a list of all Master Merged Tickets.
    • This ticket will be flagged as not reportable by a hidden field on the form. The field is “DNR” (Do Not Report)and if marked as true, it denotes the ticket should not be included in reporting. When creating reports, be sure to include this DNR field to ensure these incidents are/are not captured, as desired.

    Why to Merge:

    • This allows scattered information to be viewed conveniently in one place
    • This allows for more accurate metrics
    • This is more efficient that closing multiple tickets and copying/pasting information

    Why to Merge:

    • This is NOT establishing a parent/child relationship which is for MULTIPLE clients experiencing the same issue
    • Do NOT use for duplicate tickets (same information in all tickets)
    • This is NOT for merging two different issues from one client in the same ticket (this would cause issues with metrics)

    Merging Tickets for multiple clients:

    Usually you would be merging tickets only with the same client.  However there are use cases where you might have two different clients on a ticket

    • An issue was reported on behalf of someone else
    • Tickets came in from the same person but from multiple e-mail addresses
    • You are communicating with an outside ticketing system where the communications come back as the system being the client

    To reduce risk, this can be a separate permission given only to advanced users and can be a separate permission.