How to merge service tickets in IT Asset Management?
In this video, we have described why you need merging feature in your ticketing system and how to do it on the ticketing system of IT Asset Management.
In It Asset Management, you can merge
1. Multiple tickets of the same user
2. Multiple tickets of the different users
You have to give this merging access long with the service tickets access to the technicians under ticket configuration.
Single user merge
This type of merging can be done for the same department tickets of the same user. Merge notification will be provided to the ticket creator and all the ticket handlers (if already assigned). The user can view his secondary tickets also.
Multi-user merge
This type of merging can be done for the same department tickets of the different users. Merge notification will be sent to the different ticket creators and its ticket handlers. (if already assigned). Once merged, the secondary ticket creators will be added in the CC list of the primary ticket. They can’t participate in the conversation. Only they can see the updates.The ticket creator can view all the secondary merged tickets (Includes the tickets which created by others) in the info page of the primary ticket. Also, the user can see the primary ticket under my tickets, even it has created by another user.
For the detailed manual visit: https://itassetmanagement.in/itm-user...