Change the way merged tickets work

Idea created by Stephen Jephcott on Oct 3, 2017
    New Idea
    Score10
    • Stephen Jephcott
    • Kelly Whalen

    When a ticket is merged it automatically goes into a closed state.  Sometimes however, following further analysis the issues that have been merged are not the same and should be unmerged (as other helpdesk software allows) using an unmerge button

     

    Ideally the tickets should be shown in the Incidents section on the right hand side and hidden from the task list so only one call is visable (having multiple calls visable could mean multiple analysts working on the same calls without knowing)

    What problem will this feature solve?:
    Would help with unmerging tickets if required and also help keep the Service Desk screens tidy