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Yes, Merging essentially means that one ticket 'wins' and the other(s) get closed.
A better scenario for this situation (user1 puts in a ticket, then user2 puts in a ticket for the same issue) is to change the Ticket Type of the User1 ticket to Problem. Then when you open User2's ticket (or tickets User 3/4/5, etc...) about the same issue, make those tickets have a Ticket Type of Incident. Once you make a ticket an Incident you can search (on the sideways tab on the upper right) for the first (Problem) ticket and LINK them.
- USER1 submits ticket 23 about a file server being down.
- USER2 submits ticket 27 about the same file server issue.
- USER3 submits ticket 29 about the same file server issue.
- Tech marks ticket 23 as Problem.
- Tech marks ticket 27 as Incident and links it to Problem ticket 23. Tech does the same for ticket 29.
Now, when the Tech puts a Note in ticket 23, the note will cascade down to tickets 27 and 29 as well.
When the Tech closes ticket 23, it will close tickets 27 and 29 as well.
Well, it almost worked. It works as long as no Tech also assigns them self to say ticket 29.
When you merge ticket 29 it closes the ticket with no tech.
I would still like to know why we cannot make the Tech field required but I can make a custom field that is required though....?
This is simple web page design 101.
Another option would be to use a Bulk Action to assign it to yourself before merging.