Learn how to merge a duplicate ticket into the one you're keeping, so all the history is in one place.
Each office's ticket application is set up separately, so menu names can be a little different from what you see here.
Merging can't be undone
The ticket you merge from is deleted. Make sure you're starting from the duplicate, not the ticket you want to keep.
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Find the ticket to keep
Note its ticket number.
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Open the duplicate
Open the ticket you want to get rid of.
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Select Merge Into
Select Actions, then Merge Into.
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Enter the ticket to keep
Under To Ticket, enter the number of the ticket you're keeping.
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Choose options and save
Check Add Requestor as a Contact if the duplicate came from a different person, and Move Ticket Tasks if it has tasks. Then select Save.
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What moves over
Comments and updates, attachments, and alerts move to the ticket you're keeping, along with a note containing the duplicate's title and description. Custom fields don't move.
Not a true duplicate, just related? Don't merge. Mention the other ticket number in a comment instead.
Get help
Something isn't working? Submit a request through the TeamDynamix (TDX) service.