Merge Tickets FR#26619 - Released in 18.1.20

 
Author
Message
SysAid Product Manager Community Manager
5260
 
Often your help desk queue can get cluttered with lots of tickets from similar issues. Having to deal with each ticket individually can unnecessarily take up a lot of your time.

Not anymore. With SysAid’s Merge feature, you can easily merge together all similar tickets into one central ticket. Just select all of the tickets you want to merge, and Click the Merge button on the top of the list.

Next you’ll see this screen. Here, you can log the reason for the ticket merge, select the primary ticket, and if you have the right permissions, you can override the default settings for what contents get merged into the ticket and what status.



Once your done, click Save, and presto! Now your queue is no longer overloaded with repetitive issues and you can get a better sense of what work is really on your plate for the day. Take a sip of coffee and move forward with the business of efficiently resolving your users’ tickets.

For more information on merging tickets and setting up the default merge settings, please see our online help.
SysAider
2
 
This option does not carry over any activities or notes to the primary ticket. Is there a way to carry that data over?
SysAid Marketing
228
 
WCarter64 wrote:This option does not carry over any activities or notes to the primary ticket. Is there a way to carry that data over?


Hi WCarter64,

Correct, it just merges the 2 tickets; doesn't carry over the notes, etc. That is not the purpose of the merge functionality. But you can request custom development, if this is something you need. I suggest you reach out to your customer success manager, Yelena Santos - y.santos@sysaid.com.

Cheers,
Dena
SysAider
2
 
Custom development? In order to "not destroy relevant data when merging a ticket"? That seems a bit..excessive
SysAid Wiz
1244
 
WCarter64 wrote:This option does not carry over any activities or notes to the primary ticket. Is there a way to carry that data over?


All data from the merge ticket are available in the Linked elements field!

Every ticket that is brought together is linked to the master.

cheers
Karlson
SysAider
2
 
That's a much better answer!
SysAid Marketing
228
 
DBrown wrote:That's a much better answer!

And that's why I love this Community!
You guys know how to help each other brilliantly.
But I'm here if there's something that needs some inside information.

Cheers,
Dena