Ticket can't be merged when it is connected to a Tracker

  • 15 October 2018
  • 2 replies

If a ticket has been linked to a Tracker, it will no longer show up in searches when an agent attempts to merge another ticket into it. 

Steps to repro:

  1. Create a ticket 
  2. Assign that ticket to a Tracker
  3. Create another ticket by the same customer
  4. Try to merge the new ticket into the original
Expected result:
  • Normal merging
Actual result:
  • Search for ticket ID returns 'no records' 
  • Search for customer shows all tickets for that customer apart from the one linked to a Tracker
I have a gif of this in action but it shows customer data so I've not posted it here.

This topic has been closed for comments

2 replies

Userlevel 4
Badge +12

Hello Dave, 

Thanks for posting this on the community. By default, merge is also considered to be an association for the ticket and hence if it is already linked to a ticket (Parent-Child relationship or Tracker), it will be skipped from the results appearing on the merge window. Is this something that you run into very often?


I see. Yes, we run into this all the time. It's really common for customers to reply from different email addresses or to send the same message on multiple tickets, so merging is a really common practise for us. From an agent's perspective, linking to a tracker and merging are two separate things so this is certainly a confusion.