Merged tickets and Notes

Merged tickets and Notes

I don't know if others have experienced this issue or if it's a known issue when merging tickets with notes. 

If tickets are merged, notes that were created with one ticket no longer appear unless you specifically search for that ticket. 

Example:

Ticket 1234 is created and contains technician notes
Ticket 5678 is merged with 1234 that also contained its' own technician notes

When you search for ticket 5678 you don't see the notes from 1234 and vice versa. This causes issues when tickets are merged as a result of CC'd replies and technicians need to review actions taken etc. Users or technicians are provided one ticket number and another set of users and technicians are provided the other -- confusion happens when notes contain conversation that only one party can view. 


              New to ADManager Plus?

                New to ADSelfService Plus?