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Restrict Merge



Posted Sep 23, 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 comments

Thanks for the feedback, Bryan!

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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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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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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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