HaloITSM

HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Merging Tickets

Merging Tickets

Halo allows the merging of two tickets into one another.


This can be done for a variety of reasons, often this is because an end-user has sent in two tickets for the same issue. 


Important: If a ticket that has been closed via merge gets updated by an end-user, the update will automatically go to the ticket it has been merged into.


Merging Two Tickets


  1. Open the ticket you'd like to merge into another ticket.
  2. Click the merge button, found by clicking on the 3 dots in the upper right-hand corner of the ticket screen.
  3. This brings up the merge screen, here you should find the ticket you wish to merge into.
    • The left hand pane initially filters by open tickets and the client which the current ticket is linked to. Simply change these if it is filtering out the ticket you are looking for.
  4. When you have selected the ticket, click confirm selection
  5. The current ticket is now closed and all of the actions on it are copied into the ticket you have just selected.

Important: It is possible to "un-merge" a ticket. After merging, the ticket can be un-merged by going to the ticket that was merged from (not the ticket merged into) and then clicking on un-merge from the system options:

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