Security and navigation
For merging tickets y’all need
permission governed by the Service Desk security settings of the security level assigned to you.
Merge into Another Ticket and Absorb Other Ticket(s) are available on the following pages:
• Ticket Search > context menu
• Ticket Widget Drill-in grids > context carte du jour and bulk menu (Merge Selected Tickets into Another Ticket only)
• Ticket page > Tools
• My >Tasks & Tickets (Workspace & Queues, Open/Overdue/Submitted/Airtight Tickets)
• Visitor (Opportunity, Contract Detail) > Tickets
Merging vs. absorbing
A ticket merge tin can be initiated from either the source ticket or the destination ticket particular page, or from the context, majority, or right-click menu of whatever ticket listing or widget grid.
Source tickets are
a destination ticket; the destination ticket
one or more source tickets. The different terms refer to the same operation, but indicate the direction of the process.
Merge or blot from a single ticket
You can merge a unmarried ticket into another ticket or blot multiple tickets into a single ticket.
- From the ticket detail tools carte du jour, or the ticket list correct-click or context menu for a single ticket, select
Merge into Another Ticket
Absorb Other Ticket(south).
The ticket selector that opens includes all tickets from the same visitor, except for Change Guild or Problem type tickets.
Past default the view shows recurring tickets and tickets greater than ane year old. You can deselect these options to narrow your search. To display complete tickets, select the
Include Complete Tickets
- In the ticket selector, locate and click the ticket(due south) you want to merge or absorb.
Merge to …
pick opens a single ticket selector.
selection opens a multiple ticket selector. Select up to 25 tickets and click
Save & Close.
- A confirmation Merge or Blot dialog box will open.
To proceed, click
Blot. For details on items that are transferred during a merge, refer to Transferred during a merge.
Merge or absorb from a bulk bill of fare
With bulk menus, you tin select up to 25 tickets to merge into another ticket.
All the selected tickets must exist from the same account as the ticket you lot plan to merge them into. Change Request and Problem type tickets cannot be merged into another ticket.
- From any ticket grid with a bulk bill of fare, select the check boxes for upward to 25 tickets.
- Admission the bulk menu from the down pointer in the cheque box cavalcade header (lists with context menus) or right-click any selected row (lists without context menus).
Merge Selected Tickets into Another Ticket.
- Select the ticket you lot want to merge into.
- A confirmation Merge dialog box volition open.
- To proceed, click
What happens when you merge or absorb tickets?
Problem tickets and Change Asking tickets cannot be merged or absorbed.
- When you merge a ticket into another, the status of the source ticket is ready to Complete and remains in the database.
- The status of the destination ticket does not change. The focus of continued activity then moves to the destination ticket.
- A arrangement annotation is added to both tickets. The note on the merged ticket contains the number of the destination ticket; the destination ticket note contains the numbers of the merged tickets, in ascending ticket number order. Click the ticket number to open a ticket. If your company requires the user to enter a reason on completion, the notation will meet that requirement.
The ticket merge notation cannot exist edited or deleted.
- The ticket clarification from the absorbed ticket(south) is added to the destination ticket equally internal system notes with the title
Captivated Ticket Description [ticket number].
- If at that place are incomplete to-dos associated with the ticket, a message will enquire if you lot want to complete those to-dos.
If the source ticket has a Contact and/or Additional Contacts, they will go Additional Contacts on the merged
ticket, unless they are already a contact or boosted contact on the ticket.
- If the merged ticket has a Asset and/or Additional Assets, they will become Additional Assets on the destination ticket, unless they are already an asset or additional asset on the ticket.
- Your company can configure a system setting that volition move all merged tickets to a specified queue. Refer to Service Desk system settings.
- Tag associations are copied into the destination ticket and also remain intact in the source ticket. However, if copying the tags from the source ticket to the destination ticket would cause the destination ticket to exceed thirty tags,
of the tags from the source ticket volition be applied. Refer to Working with tags on a ticket for more data on tags.
Transferred during a merge
The following accessories are transferred from the source to the destination ticket:
- Time entries
- Notes (except system notes)
- Expenses (including on submitted or approved expense reports)
The count of fourth dimension entries, notes and attachments and the full hours worked volition be recalculated on both tickets. The source ticket will be completed, and a arrangement annotation will be added that the ticket was completed and merged into some other.
A note will also be added to the destination ticket, indicating that it absorbed (#) tickets. The body of the note will evidence the source ticket numbers.
When a fourth dimension entry is moved in a ticket merge, a row will appear on the Ticket Fourth dimension Entry History page for that fourth dimension entry stating that its ticket number was changed. This row will behave like a row representing an edit to any other field.
Contacts, resources and assets
Contacts, resources and assets associated with the source ticket are transferred to the destination ticket.
- The contact and additional contacts on the source ticket will become additional contacts on the destination ticket.
- The primary resources and secondary resources on the source ticket will become secondary resource on the destination ticket.
- The asset and additional avails on the source ticket will become boosted avails on the destination ticket.
How transfers are treated
Transfers are non considered delete events on the source ticket or create events on the destination ticket. As a result:
- Workflow rules based on Fourth dimension Entry | Note | Attachment: added will not fire
- Creator and create dates will remain untouched
- Last Edit fields on the tickets volition not be updated
- Moving a time entry betwixt tickets will not have an affect on the SLA events of either ticket. For example, if a time entry triggered a First Response event for Ticket A when it was originally created, and Ticket A is merged into Ticket B, causing the time entry to motility to Ticket B, the Showtime Response event for Ticket B will not be triggered.
- Moving a fourth dimension entry between tickets will not crusade the fourth dimension entry’s work type to be changed, even if it is excluded from the destination ticket’s contract.
- If a time entry is a reply to another activity item, its respond construction will be retained when it is moved to the destination ticket.
- If a time entry is a reply, and the starter of its conversation thread is a system note that will not be moved in the merge, that fourth dimension entry will not be moved in the merge.
Non transferred during a merge
The post-obit items will not exist transferred to the destination ticket:
- System Notes
- Any notes attributed to the Autotask Admin as their creator.
- Frontwards/Change Note (note created when a ticket is forwarded).
- Merged Into Ticket (note created when a ticket is merged into another ticket).
- Absorbed Some other Ticket (notation created when a ticket absorbs another ticket).
- Copied to Project (note created when a ticket is copied to a project).
- Service thermometer responses
- Checklist items
- Associations with resources’ worklists
- Associations with service calls, knowledgebase articles or contracts
- Incident tickets’ associations with their trouble tickets
Circumstances that forestall ticket merging altogether
- The ticket you want to merge into another is a Problem or a Change Asking.
- The ticket has posted time entries, charges, or expenses.
- The ticket is currently existence worked by a Taskfire resource, or at least one Taskfire time entry exists on the ticket.
- The ticket is currently outsourced or was previously outsourced.
- The ticket is an insourced ticket.
- The ticket has more than one,000 file attachments.
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