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jdelaria

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Posts: 83
Reply with quote  #1 
Having the ability to merge two or more tickets would be handy. After merging the tickets, all new updates would be attached to the initial ticket but have the ability to update all newly merged tickets at the same time.

Scenario 1:
  • Tom creates ticket #100 to install updates on a computer 1
  • George also creates a ticket #101 to install updates on computer 1
  • We could "merge" ticket #101 with ticket #100 since they are the same issue regarding the same device

Scenario 2:
  • Tom creates ticket #100 to install MS Office on his computer
  • George creates ticket #101 to install MS Office on his computer
  • Sally creates ticket #102 to install MS Office on her computer
  • We could "merge" tickets #100, 101, and 102 since they are all related to installing the same software package

Scenario 3:
  • A tech creates a ticket for a project to implement a new software package in marketing
  • George creates ticket #100 to install the software on his computer
  • Sally creates ticket #101 for training on the new software
  • Tom creates ticket #102 for security access to the new software
  • We could "merge" tickets 100, 101, and 102 since they are all related to the initial project
thoese

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Posts: 486
Reply with quote  #2 
Thank you for the suggestion.  The only issue I currently see is that there is one requester per ticket.  The program would need to allow for multiple users to be associated with a ticket. 

I've been looking into this but it changes a lot of how reporting and other things work. 


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thoese

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Reply with quote  #3 
This has been implemented in version 10.00.  When tickets are merged the "child" ticket requester becomes CC'd to the parent ticket.

Thanks for the suggestion!

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