Implemented Suggested 6/25/2018 by John Karcher
14
votesMerge tickets in automation
Add the ability to merge tickets through automation action
Alex
7/13/2018 3:14 PM
Tech
So you basically want a "Merge with Ticket ID " action, correct?
JK
John Karcher
7/13/2018 6:00 PM
Pretty much, just if it meets these criteria, merge them. IE, our security system sends us alerts when doors stay open longer than x number of seconds, the janitorial staff often leave the door open while cleaning, so 5-6 tickets might get created in a night. Now, it's good to have that information, but there's no reason it can't just be merged into one ticket.
Alex
7/14/2018 1:13 PM
Tech
So, not just by id, you would also need to be able to SEARCH for the ticket to merge with first... Currently there's no way to do that. We'll think of something
JK
John Karcher
7/16/2018 12:10 PM
Well, it could be as simple as if tickets with the same subject and sender come in within 10 minutes of each other, merge them (or treat the new message as an update to the first)
Asher Langenfeld
9/14/2018 3:04 PM
Something that we could use too. Security request tickets come in sometimes all at once, and a merge automation would make this an easier process.
Alex
10/10/2018 3:52 PM
Tech
We'll add a "merge with previous ticket by this user" automation rule
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