Merged Ticket report

The Merged Ticket functionality in the ITM Service Desk is used to consolidate multiple tickets that are related to the same issue, request, or incident into a single primary ticket. This helps the support team avoid duplicate efforts and maintain a clear history of communication and resolution.

Consolidate duplicate tickets raised for the same issue.

Avoid multiple technicians working on the same problem.

Maintain all relevant information in one primary ticket.

Simplify ticket tracking and reporting.

Ensure communication and updates are managed from a single ticket.

Improve technician productivity and reduce duplicate work.

** Identify Duplicate or Related Tickets

The technician or support team identifies multiple tickets that relate to the same issue.

**Select the Primary Ticket

One ticket is selected as the parent/primary ticket, which will be used for further communication and resolution.

Merge Related Tickets

The duplicate or related tickets are merged with the primary ticket.

Ticket Information Consolidation

The system associates the selected tickets with the primary ticket so that the relationship between the tickets can be tracked.

Continue Resolution from the Primary Ticket

The support team continues working on the primary ticket instead of handling multiple duplicate tickets separately.

Maintain Ticket History

The merged ticket relationship helps maintain visibility of the related requests and their history for future reference and auditing.

Merged Tickets Report – Filter Options

1. Filter by Department

Use this filter to view merged tickets associated with a specific department.

2. Filter by Problem Category

This filter allows users to view merged tickets based on the Problem Category assigned to the ticket.

3. Filter by Sub Category

The Sub Category filter provides a more detailed view of merged tickets within a selected problem category.

4. Filter by Created Via

This filter allows users to identify merged tickets based on the channel through which the ticket was created.

5. Filter by Merged By

The Merged By filter helps identify the user who performed the ticket merge.

6. Filter by Status

Filter tickets based on specific statuses such as Open, In Progress, Pending, Resolved, Closed, etc.

7. Filter by Ticket Handler

This filter helps users identify merged tickets assigned to a specific Ticket Handler/Technician.

8. Filter by Priority

The Priority filter allows users to view merged tickets according to their assigned priority.

9. Filter by Date

The Date filter allows users to retrieve merged tickets based on a predefined date selection.

10. Filter by Date Range

The Date Range filter allows users to generate a report for a specific start and end date/time.

11. Filter by Ticket Type

Use this filter to view merged tickets based on the Ticket Type.

12. Filter by Creator/Logger

The Creator/Logger filter helps identify merged tickets based on the user who created or logged the ticket.