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Matrix42 Self-Service Help Center

Merging Problems

If two or more tickets were created for a single problem, you can close or pause all duplicates. The problem then continues to run on the main ticket.

  1. Start Matrix42 Software Asset and Service Management > Service Desk application.
  2. In the navigation area, click Problems.
  3. If the required configuration item is not in the selection list, use Search to locate it.
  4. In the selection list, choose the duplicate problems.
  5. In the action pane, click Merge to open the input wizard.
  6. Select the problem that you want to retain.
  7. Select one of the following options:
    • Close merged problems: Ticket duplicates are closed. The customer is informed by email that the reported problem has been merged with the main ticket.
    • Pause merged problems: Ticket duplicates are paused. They are not closed until the main ticket is closed. The customer is informed by email that the reported problem has been merged with the main ticket.
  8. Copy journal entries of obsolete problems to remaining problem: Select this option to copy journal entries with the corresponding information to the remaining problem.
  9. Copy attachments of obsolete problems to remaining problem: Select this option to copy attachments with the corresponding information to the remaining problem.
  10. Click SUMMARY to display a summary of the merge action.
  11. Click MERGE.
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