BMS Service Desk | Merging and absorbing tickets

Introduction

When two tickets are received on the same topic or similar topic, you can merge those two tickets into one. Imagine there are two tickets - ticket 1 and ticket 2. Ticket 1 is the original ticket and ticket 2 is the duplicate ticket which means it is a ticket which discusses the same topic. Ticket 2 can be merged with ticket 1. The original ticket, that is, ticket 1 is called the absorber ticket and the ticket which merges into ticket 1 is called the merged ticket. In this case, ticket 1 inherits all the ticket details or properties of ticket 2. Those inherited properties then remain for ticket 1 to which ticket 2 was merged. Merging of tickets is useful to maintain uniformity of tickets when there are multiple tickets that seek to address the same issue.

The terms "merging" or "absorption" refers to the same process but from a different perspective. If ticket 2 gets amalgamated into ticket 1, that process is called merging. When ticket 1 absorbs ticket 2 into its fold, that process is called absorption.

Prerequisites

  1. Only tickets within the same account can be merged.
  2. Only tickets on the same subject or topic can be merged.

Merging a Ticket

The below ticket is an example of an original ticket.

merge_ticket1.PNG

The below ticket is an example of a duplicate ticket.

merge_ticket2.PNG

The idea is to merge ticket no. PSA1-04252023 with ticket no. PSA1-04272023.

  1. Click the ellipsis next to the Resolve button. A menu list opens downward.
    merge_ticket_menu.PNG
  2. Click Merge on the menu list. It opens a window where you can see a list of tickets from the same account.
    merge_ticket_menu1.PNG
  3. Select the original ticket to which you want to merge this ticket.

    Note: Merging and absorption are both irreversible once either of them is done. In New view, BMS does not show a warning before you merge or absorb tickets. However, in Legacy view, BMS does show a warning before you merge tickets.

  4. Click Merge. The ticket is merged with the original ticket and the status shows Completed. A green success message appears at the top of the ticket. The merged ticket also displays a message in the Activities section that the ticket was merged with so-and-so ticket. It also shows a change of status.
    merge_ticket_success_log.PNG
    merged_ticket_status.PNG

Absorbing a Ticket

Now, let's look at the process from the opposite direction. The same original ticket is open below in this example. The idea is to make ticket no. PSA1-04272023 absorb ticket no. PSA1-04252023.

merge_ticket1.PNG

  1. Click the ellipsis next to the Resolve button. A menu list opens downward.
    merge_ticket_menu2.PNG
  2. Click Absorb on the menu list. It opens a window where you can see a list of tickets from the same account.

    merge_ticket_menu3.PNG
  1. Select the duplicate ticket which you want to absorb.
  2. Click Absorb. The ticket with its properties will be absorbed into the original ticket. A green success message appears at the top of the ticket. The merged ticket also displays a message in the Activities section that the ticket was merged with so-and-so ticket. In this case, the absorber ticket does not show a change of status, unlike in the first case.
    merge_ticket_success_log1.PNG
    merged_ticket_status1.PNG

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