Merging TeamDynamix Tickets

Environment

ITS Ticketing Application in TeamDynamix

Issue

When and how should tickets be merged in TeamDynamix?

Resolution

When to merge: As a guiding principal, tickets should only be merged if they are from the same person about the same occurrence of the same issue

How to merge:

1. Decide which ticket you want to keep, this will be the "destination" ticket.
2. Navigate to ticket you do not want to keep, this is the "source" ticket
3. Select  Actions -> Merge Into
4. Enter ID of ticket you want to keep (destination) in "to ticket"
5. Check boxes to 
   1. Add Requestor as a contact
   2. Move ticket tasks
   3. Notify Responsible resource
6. Save
7. Email the customer from the "Destination" ticket, so they can reply to the open ticket (if they reply to the source ticket, their email will go no-where)

Additional Information

You can merge multiple tickets by selecting them in the Ticket Search page and selecting Actions > Merge Tickets.

Merging a tickets will

• Add a feed entry to the destination ticket containing the title and description of the source ticket
• Re-associate 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

After these items have been reassociated, the source ticket will be deleted. This will discard read-only information fields on the source ticket,

Once a 'source' ticket has been merged into a "destination" ticket, the action cannot be undone. If tickets are merged and shouldn't be, the recommendation is to create a new ticket to replace the now merged 'source' ticket. 

Need additional information or assistance? Submit a request here ITS-TeamDynamix Support.