Merge Tickets 15-May-2017 7:49 am Posted by: Vista Support

A same issue or query might be reported by different people or client opens a new ticket instead of following the current ticket after it gets closed, to avoid all these situations, you can merge the tickets together.

This merge operation is irreversible. Below changes are reflected on merging the multiple tickets:

  • One ticket becomes a Primary Ticket while the rest becomes secondary.
  • All the secondary tickets get closed.
  • A note is also added to the primary ticket as "Ticket with ID (Ticket ID of the tickets selected as the secondary tickets) is merged into this ticket."
  • Also, a note is added to all the secondary tickets as "This ticket is closed and merged into the ticket ID(Ticket ID of the ticket selected as the primary ticket)."

Check out the steps below to merge multiple tickets:

  1. If multiple tickets are raised for the same issue then you can merge them into a single ticket.
  2. Open the ticket detail of the by clicking on the Ticket subject of the ticket you wish to merge with another one. Now click on the Merge button from the More option from the Left sub menu.
  3. Search the ticket with Ticket ID, Subject, and Requester that you want to merge with the current ticket.

    Or else select all the tickets you wish to merge with one another from the Ticket listing page. Now click on the Merge button from the Bulk Operations menu.

  4. Choose any one ticket as your Primary ticket which will be reflected with a green icon.
  5. Now click Continue to merge both tickets.
  6. The secondary tickets will be merged into the selected Primary ticket.
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