Splitting and merging tickets¶

Articles can be split into a new ticket, and tickets can be merged in a controlled manner.

Overview¶

This page explains how to use Splitting and merging tickets and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Select an article as the basis for a new ticket. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Set the properties of the new ticket. Open the existing record, change only the required fields, and check dependent assignments before saving.
Optionally copy attachments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Search for the target ticket to merge into. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Select and confirm the merge direction. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.