Possible to Merge Tickets?
 
Author
Message
SysAider
11
 
I often have more than one person record a ticket on a particular issue. It would be helpful if I could, in one swoop, merge the tickets and add the additional submitters (people) as CCs to the original/merged into record.

Is this possible or possible to add as a feature request?
SysAider
18
 
I agree. My company is in the process of migrating from RT:Request Tracker to SisAid and this is a feature we are used to having. No worries though...overall we are very pleased with the new abilities we are gaining with SysAid!
SysAid Wiz
2449
 
Hello!

In SysAid, instead of merging tickets, you can relate two or more tickets as "parent" and "child" request.

So if you have several tickets on the same issue, you can simply connect all the service requests under one parent (which is one of the service requests) and then you have the option to send email once and it will be sent to all requests, and you can also add additional end users as CC.

To connect service requests together, simply type the "parent" service request number in the "parent ID" field inside a service request.

You can also connect assets the same way.

Best regards.
Haim
Pushing IT forward
SysAider
1
 
When I create 2 test tickets for similar issues I'm applying the parent ID of the first ticket to the 2nd ticket but any changes (eg assigning call to a user does not assign the 2nd ticket. Is this by design or fault?

The issue is that when an issue occurs that many people email in for we are left with many unassigned calls in the new queue until such time as the parent ticket is resolved.
SysAid Wiz
2449
 
Hello BColl.
Welcome to the SysAid community.

The parent service request will only update the status of it's child service request, all other details will stay the same, this by design.

In your case, if you want to keep the "unassigned" requests list empty, you can simply assign the child requests to the admin who handle the parent request.

You can also open a feature request to assign child requests automatically to the admin who is assigned to the parent request, I'm sure many SysAiders will find it very useful.

Best regards,
Haim

This message was edited 1 time. Last update was at May. 26, 2009 04:36 AM

Pushing IT forward
bje
SysAider
10
 
I have a question about merging:

We have the parent/child SR mechanism in use and there are once in a while a lot of child-SR that contain relevant information to get to the solution of one issue. Right now we have to open every linked child-SR to see if there is the info we need. So i ask if there is a way to:

(a) merge the messeage-text of a child-sr into the notes of the parent-sr?
or
(b) to have a tabular like overview of all linked child-sr?

I am open to detours

Greets, Bjoern

[edit]
I found the posability to insert "Links to other items". Where I can insert the relevant incidents (SR) ... but there is just the info-column "title", not message. Is there a posability to add that one too?
[/edit]

This message was edited 1 time. Last update was at Dec. 08, 2010 05:14 AM

SysAid Customer Relations
761
 
Dear bje,

Currently this is not possible in SysAid I suggest you to post a FR on our feature request forum.

Thanks

Inna
Super SysAider
62
 
Apologies for digging up an old post, I need to ask a question.

When you successfully merge tickets together why does the parent and child stay in the Service Desk list as active tickets? Why cannot the child ticket disappear into the parent ticket?
SysAid Customer Relations
319
 
Hi NMUK,

The Active is based on the Status of the SR, so if you filter to only show Active SRs the child SRs will still be shown in the list as they meet the parameter of the Active Status.
What you can do (and how we actually work) is do add another logic to the filter to only show Parents.
You can do that by adding a parent_link=0 to the static filter of a view or use the Parent ID drop down filter.

Ido
SysAid