Why It Matters
Merging duplicate submissions prevents multiple agents from unknowingly working on the exact same issue, keeping your queue clean and your resolution metrics accurate. This is especially valuable in incident management when several employees report the same outage or device issue.
How to Set It Up
- Select the Duplicates: Navigate to Assistance → Tickets to view your active queue. Select the checkboxes next to the duplicate tickets you want to consolidate.
- Initiate the Merge: Click the More button that appears on the screen and select the Link ITIL Objects option.
- Find the Master Ticket: Once the configuration popup appears, choose Tickets as the ITIL Object, and then search for and select the primary master ticket that you want to keep as the main record.
- Define as Duplicate: Choose the duplicates relationship type from the provided options and click the Post button. This will instantly establish the connection, signaling to other agents that these requests are identical and should be handled under the master ticket.
Next Steps
Submit two identical test tickets, link them together using the duplicates relationship, and verify that the system properly connects them so your team knows to only work from the master record.
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