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Restrict Merge
Gepostet 23. Sept. 2022
We would like to see the ability to block / prevent merging tickets based on certain fields / tags. We utilize an automation system for generating tickets and it is detrimental to that system when those tickets are merged into our manually created tickets. Adding a restriction to merge based on the presence of a tag will prevent our agents from merging these.
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4 Kommentare
Dave Dyson
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Sorin Alupoaie
Bryan Schmitt if you are using an automatic way to merge tickets, like the Merge Duplicate Tickets app, you can set up exclusions based on tags and other criteria.
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Adrian Bell
It would work well if the Trigger functionality was extended to allow for an Error Message upon specific actions (such as Merge and Close) that would prevent save to a ticket.
E.g
CONDITION: Organisation is Acme Incorporated AND Type is Task AND Action is Merge.
ACTION: Error Message "This Task ticket cannot be merged".
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Robert Elliott
Has anyone come up for a solution for this, concerning that this is a year old and no real solution has been brought up. since merging is different then save/submit changes to the ticket, using the conventional triggers there does not appear to be a method to handle this need.
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