For Helpdesk Staff: How do I merge Request Tracker (RT) tickets?
Answer
In general, tickets should be merged when they deal with identical issues from the same requestor. Use discretion when merging tickets since it cannot be undone.
To merge tickets:
- Identify two tickets that are for essentially the same thing and need to be combined. Decide which one is the main one (it has the best title, the right requestors, etc.) Note its number.
- Open the ticket you want to merge into the main ticket.
- On the upper, right side of the screen, look for the "Links" menu.
- Scroll down the screen to the field marked "Merge into:". Enter the number of the ticket you want to merge this open ticket into (the number of the main ticket).
- When you have entered the number, click on the "Save Changes" button on the right side. If you wish to merge more tickets together, repeat this process.