1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
You can use the Tickets list page to merge tickets and specify a primary ticket.
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Tickets list page, click Queue, and select the queue containing the tickets that you are about to merge. |
a. |
b. |
In the Merge Tickets dialog box, specify the ticket that you want to select as the primary ticket, and click Save. |
c. |
You can merge one or more tickets with the ticket you are viewing on the Ticket Detail page. Any tickets that you want to merge must belong to the same queue.
When you merge tickets using the Ticket Detail page, the open ticket becomes the primary ticket. All other merged tickets are archived when you merge them. For more details, see Merging tickets.
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
a. |
On the Ticket Detail page, in the Related Ticket Information tab, click Add Tickets to Merge/Edit Merged Tickets, and select a ticket from the list that appears. |
a. |
On the Ticket Detail page, open the History tab, and select the Show Merged Ticket History check box. |
b. |
History tab, review the entries related to the merged tickets, as applicable. |
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