Life just got easier with Merge Tickets

Author

Message

SysAid VP Product

1195

Life just got easier with Merge Tickets

Mar. 01, 2018 09:54 AM

Don’t you just hate when your support queue has multiple tickets about the exact same issue?

Ok, so the Marketing printer is jammed.

You got it.

There’s no need to have 100 different tickets about it.

It’s not like that’s going to help you solve the issue any faster….

Right?

Well...that’s all about to change with Merge Tickets

Find out how to keep your ticket queue clean by merging overlapping tickets.

You can view a short video documenting the Merge process on the Cloud Latest Release page (https://www.sysaid.com/product/cloud/latest-release).

* This feature will be available in the next on premise release - beta scheduled for April

This message was edited 1 time. Last update was at Mar. 04, 2018 03:27 AM

MatthiasManzone

SysAider

Re: Life just got easier with Merge Tickets

May. 14, 2018 09:43 PM

hi all,
I've tried to enable the merge function for my user.
As a SysAid master administrator, I can access the [merge] function after I've selected 2 SR in the list. But my users can't, even though they have been given the permission using Group permissions. I even tried to merge only incident from the same company + same category + same admin group... no luck

Any other setting I need to enable? Am I missing anything obvious?

User permissions

SR list

Using cloud ITSM v18.2.12 b2

Thanks

MatthiasManzone

SysAider

Re: Life just got easier with Merge Tickets

May. 24, 2018 09:42 PM

Thanks Ricky from support for fixing the issue.

If anyone is having the same problem, the "Only SysAid Administrators can update SR fields from list actions" checkbox under [Settings > Service desk > General] must be unticked.

Otherwise only SysAid System admin have access. Problem solved
Cheers

paul.lawrence

Elite SysAider

165

Re: Life just got easier with Merge Tickets

Jun. 13, 2018 07:44 AM

I'm not sure I understand that logic.

Oded, why have a feature that is granted via permission on a Technician's account that can then be taken away via an application setting?

msflee

SysAider

Re: Life just got easier with Merge Tickets

Feb. 13, 2019 04:09 AM

I had the same issue thanks for the post, still a little confused also paul

brberglund

Super SysAider

Re: Life just got easier with Merge Tickets

Mar. 20, 2019 02:51 PM

I really don't understand the benefit of this feature...

SH-KAZ

SysAider

Re: Life just got easier with Merge Tickets

Sep. 24, 2019 08:01 PM

What about archived tickets? I have found that the merge feature will still update them...

5.7FSN

SysAid Wiz

577

Re: Life just got easier with Merge Tickets

Oct. 18, 2019 04:57 PM

I wish it would purge the merged record, or perhaps put it in status that could purge after sometime once merged. I don't need the old record once everything is merged..

brberglund

Super SysAider

Re: Life just got easier with Merge Tickets

Dec. 02, 2019 11:27 AM

5.7FSN wrote:I wish it would purge the merged record, or perhaps put it in status that could purge after sometime once merged. I don't need the old record once everything is merged..

This is the EXACT reason that I don't understand the benefit of this feature!

SH-KAZ

SysAider

Re: Life just got easier with Merge Tickets

Jun. 25, 2020 10:10 PM

We love merge tickets!!
One question though. When we merge tickets, the tickets that get 'merged closed' reopen when the main ticket is updated. It is really annoying where there are lots of merged tickets. Is there anyway of stopping it?

Life just got easier with Merge Tickets

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