Merging Tickets

This how-to article will help Technicians to merge tickets.  The user must have the ticketing application access along with Technician Security Role in TDAdmin.  The ticketing app security role must include the "The user will be able to merge tickets that they can update" permission.

Overview

Within a ticketing application, tickets can be merged either one at a time or in bulk.  When tickets are merged, the Source ticket(s) will no longer exist in the application.

Merging a ticket will reassociate the following items from the source ticket to the destination ticket:
  • Feed entries
  • Attachments
  • Assets/CIs
  • Alerts
  • Time types
  • Expense accounts
  • Time entries
  • Expense entries
  • Source Control Events
After these items have been reassociated, the source ticket will be deleted. This will discard read-by information and any fields on the source ticket, although a feed entry containing the title and description of the source ticket will be written to the destination ticket.

If a ticket has been converted to a project task, it cannot be merged. Similarly, tickets cannot be merged into other tickets that have been converted to project tasks.

If the "Add Requestor as Contact" option is checked, the requestor of the source ticket will be added as a contact on the destination ticket.

If the "Move ticket tasks" option is checked, any ticket tasks on the source ticket will be reassociated and can be worked on as normal. If this option is left unchecked, it will reassociate any feed items and time entries on the ticket tasks, but the tasks themselves will be discarded.

If the "Notify responsible resource" option is checked, the responsible individual/group will be notified. If there is no responsible resource, the reviewing individual/group will be notified.

Merging 2 Tickets

  1. In TDNext go to the Ticketing Application where both tickets exist. 
  2. Open the SOURCE ticket.  This ticket will be REMOVED after merging (and merged INTO another ticket).
  3. Select Actions -> Merge Into
  4. Enter the Ticket ID of the DESTINATION ticket.  This is the ticket that will REMAIN after merging. 
    • If ticket ID is unknown, use the magnifying glass to search and select the ticket.
  5. Select the following checkbox options as desired:
    • Add Requestor as Contact
    • Move Ticket Tasks
    • Notify Responsible Resource
  6. Click the Save button.
  7. Note: after merging, if a user attempts to access the SOURCE ticket using a direct link, a message will display stating that the ticket was merged and will provide a link to the DESTINATION ticket.  The SOURCE ticket can no longer be found using search or reporting as it no longer exists. 

Merging Multiple Tickets

  1. In TDNext go to the Ticketing Application where the tickets exist. 
  2. Click Tickets in the left navigation menu to show all open tickets.
  3. Use the Filter to narrow the list of tickets to those you wish to merge. 
  4. Select all SOURCE tickets by checking the select box to the left of the ticket. These tickets will be REMOVED after merging (and merged INTO another ticket).
  5. Select Actions -> Merge Tickets
  6. Enter the Ticket ID of the DESTINATION ticket.  This is the ticket that will REMAIN after merging. 
    • If ticket ID is unknown, use the magnifying glass to search and select the ticket.
  7. Select the following checkbox options as desired:
    • Add Requestor as Contact
    • Move Ticket Tasks
    • Notify Responsible Resource
  8. Click the Save button.
  9. A message will be displayed stating that the merge job has been intiated. 
    • You will receive an EMail  notification when the merge process is complete. 
  10. Note: after merging using this method, if a user attempts to access the SOURCE ticket using a direct link, a message will display stating that the ticket was not found. "The ticket has been moved, deleted, or converted, or you do not have appropriate permission to view it."  The SOURCE ticket can no longer be found using search or reporting as it no longer exists. 
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