Merge Ticket

[CERMS]

I am on the latest version 3.4.5

I do not have an option to merge tickets. How do I merge tickets. I am on the administrator account so I should have access.

[Klemen]

The merge tickets option is indeed a bit hidden (room to improve).

What you do is:
1. login to your Hesk admin
2. use the "Show tickets" or "Find a ticket" forms on the Tickets page to list the tickets you wish to merge
3. select the ticket you wish to merge
4. below the list of tickets, find the "With selected" option
5. select "Merge selected tickets" and click "Execute"

Note that there is no way to unmerge merged tickets; once they're merged, they stay merged.

[CERMS]

The merge tickets option is indeed a bit hidden (room to improve).

What you do is:
1. login to your Hesk admin
2. use the "Show tickets" or "Find a ticket" forms on the Tickets page to list the tickets you wish to merge
3. select the ticket you wish to merge
4. below the list of tickets, find the "With selected" option
5. select "Merge selected tickets" and click "Execute"

Note that there is no way to unmerge merged tickets; once they're merged, they stay merged.

I do not have the merge ticket option.

I have verified that I am on the admin account. I also created a new team member with specific permissions to merge tickets, but I still do not have this option.

It only says set priority (low, medium, high, critical), and mark it as resolved

[Klemen]

There is a scroll bar in that selection box, allowing you to scroll further down.

Or use your mouse wheel to scroll further down.

[CERMS]

There is a scroll bar in that selection box, allowing you to scroll further down.

Or use your mouse wheel to scroll further down.

Well, don't I feel silly... Thanks for the help!

[sheldondebeer]

Good Day All

please can anyone provide some light on what ticket takes preference when merging tickets , i am experiance verry irregular merges , EG when merging ticket from DEPT B to Ticket from Dept A , sometimes the ticket will merge to DEPT A and sometimes it will merge to the ticket in DEPT B when in fact i needed it to merge to the Ticket in DEPT A , i have tried selecting the tickets in different orders when merging and it is still irregular ,


any insight into this or what the correct process is to merge tickets will be much appreciated

regards
Sheldon

[Klemen]

The tickets are always merged into the ticket with the lowest ID number (so the ticket that was first submitted).

So, if the ticket with the lowest ID is from Category A, the merged ticket will also be in Category A.

[sheldondebeer]

Good Day Klemen

thank you for the insight

Much appreciated

[ztank]

The tickets are always merged into the ticket with the lowest ID number (so the ticket that was first submitted).

So, if the ticket with the lowest ID is from Category A, the merged ticket will also be in Category A.

Does the same rule apply for Ticket Status, Owner and Priority?
Also, is the Ticket History merged or only the lowest ID ticket history is kept?
Thanks.

[edit]
Another question comes to mi mind, what about custom fields belonging to higher IDs tickets once they are merged? It seems they are going to be lost, am I right?

[Klemen]

Only original ticket data (status, owner, priority, history) is kept in a merge. The rest, including custom fields, is indeed lost.