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Customize what happens when a ticket is merged.

  • January 2, 2024
  • 1 reply
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ammon.nelson
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I would like to be able to set the category and two of my custom fields (Root Cause, and Solution/Resolution) to indicate that the ticket was merged for metrics.

I think it would be great if we could do more customization for what happens when a ticket is merged.

zachary.king

1 reply

zachary.king
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  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
  • January 3, 2024

Hello @ammon.nelson, one way to isolate the tickets when a merge happens is to set your workflow automation to isolate the ticket on the contents of the “Note” that is added to the primary and/or secondary tickets when the merge happens. Here is an example where we trigger a workflow on the private note that is added. That note contains “Ticket with id”…, This has worked great for us. Hope it works for you as well! Take care :)

 

- Zach / ITOps Supervisor - ITSM
ammon.nelson
Kamakshi V
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