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:
- Decide which ticket you want to keep, this will be the "destination" ticket.
- Navigate to ticket you do not want to keep, this is the "source" ticket
- Select Actions -> Merge Into
- Enter ID of ticket you want to keep (destination) in "to ticket"
- Check boxes to
- Add Requestor as a contact
- Move ticket tasks
- Notify Responsible resource
- Save
- 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
Merging a tickets 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
After these items have been reassociated, the source ticket will be deleted. This will discard read-only information 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.
Need additional information or assistance? Submit a request here ITS-TeamDynamix Support.