Question

Can I report on tickets closed by a merge into another ticket? How do I know which tickets were closed by a merge?

Answer

Yes. The action to close a ticket by a merge into another ticket adds the closed_by_merged tag to the closed ticket. You can report on these tickets because all ticket field data freezes on the closed ticket.

After you merge and close a ticket into another ticket, the system adds a note to the other ticket to document the merge. Only Attachments and Users transfer from the closed ticket to the other ticket.

For example, ticket A merges into ticket B. The closed_by_merged tag applies to ticket A. Ticket A closes and all data and ticket fields freeze.

The Users and Attachments from ticket A transfer to ticket B. The agent and end user can continue the conversation in ticket B. In Explore, review these report options and restrictions:

  • Agents can report on the ticket data of ticket A with the closed_by_merged tag
  • Agents can report on Attachments and Users information from the closed ticket, ticket A, that transfers to the other ticket, ticket B
  • The merge process doesn't add a tag to the other ticket. The tag applies to only the closed ticket. As a result, agents can't create a report that details which other tickets received merged tickets. When you report on the destination ticket, ticket B, you can't report on the ticket IDs of the tickets that closed and merged into it, such as ticket A.
Note: When you report on other tickets that contain merged tickets, you can't report on the closed ticket data other than Attachments and Users. Create a report of closed_by_merged tickets to analyze those ticket fields.

To exclude these types of tickets, such as ticket A, from reports, see Explore Recipe: Exclude tickets closed by merge.

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