Merging PSA tickets

When updating a ticket you can also choose to merge it with another existing ticket (which can be in any status but must be linked to the same customer and end user).

Tickets set with a recurring schedule cannot be merged if they are the original ticket in which the schedule is defined. However, recurring instances set by this original ticket can be merged with other service desk tickets, as described below.

To merge a PSA ticket

  1. Go to Task management > Service desk.
  2. In the Tickets tab, select the relevant ticket to merge.
  3. In the Activities tab, select the Merge ticket checkbox.
  4. Select the relevant ticket from the list of available tickets, and click Merge.

  5. Click Merge to confirm.

The original ticket is no longer available, and will not be included in any active or closed ticket searches. However, any updates or time registrations included in the original ticket are added to the merged ticket. In addition, any recipients selected in the To, Cc, and Bcc fields of the original ticket are added to the merged ticket.