Merged tickets should take details of the parent ticket.

When i merge a ticket it should take all of the details from the parent ticket.

site, department, category, subcategory, assignee, impact/priority

at this time it only auto closes and leaves everything blank then as an admin I must track it down and correct it due to our metrics and reports.

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Comments

havens1515

I think this is something that should be possible via Automations. I don't agree that a merged ticket should take all of the details from the parent, because we generally mark our merged tickets as a duplicate.

But if you were able to have an automation rule with a trigger of "ticket merged" then you could decide exactly what to do with those tickets. Ideally it would have the ability to copy details like what you listed from one to the other.

TheZeak

Yes please manually making sure the cat and sub cat are the same before merging is a pain it should auto update to what the parent reflects as and continue to update if the parent is later changed.

CASTRO

Yes this will be very helpful.