Merging tickets by ID for technicians
Question:
I am a JitBit admin and when I go to merge two tickets, I see a text box at the bottom of the list of tickets that allows me to enter the ticket number that I want to merge into the ticket I have open. However, it appears that technicians do not see this box. Is there a way to get the merge ticket text box to be visible for technicians?
Answer:
That's right, the box for specifying the ticket ID is available to admins only. We had to disable it for technicians due to security requirements. Technicians can merge tickets by running a search and then selecting the ticket to merge and the one to merge the original ticket to (the first one is merged to the second one). Then select "Merge" on the balloon popup that appears.