Merged Ticket Data
When a ticket is merged, is any record of the original form fields from that ticket(s) stored anywhere, or is it just gone?
Answer (1)
Hi Debra,
The following notice appears at the bottom of the screen when you go into the ticket merge window:
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 "Move child tickets" option is checked, child tickets from the source ticket will be reassociated to the destination ticket if possible according to the classification hierarchy. If this option is left unchecked, the child tickets of the source ticket will be set to have no parent.
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.
Please let me know if you need anything else.
Sincerely,
Mark Sayers
Sr Support Consultant, CS