Merging and linking related tickets

SummitPSA supports two distinct relationships: merging duplicates and parent/child linking.

Merging duplicates

Merging collapses several tickets covering the same issue into one primary. Rules enforced before a merge runs:

• At least one other ticket must be selected.
• All tickets must belong to the same company — cross-company merging is not permitted, and every ticket must have a company.
• The primary must not itself be merged, and none of the others can already be merged.

On merge, each other ticket is pointed at the primary, set to status merged, and gets a system reply directing the conversation to the primary. The primary receives a single summary reply listing what was merged in. The contact on each merged ticket is emailed a notice with a link to the primary in their portal.

Unmerging

A merge can be reversed: unmerging clears the link, flips the ticket back to open, and records system replies on both tickets. The contact is not re-emailed, since unmerge is intended for quick accident recovery.

Parent / child linking

Linking relates tickets without collapsing them, and is allowed across companies. You can link a ticket to a parent, or attach many children to a parent at once. The system blocks self-links, circular links, and tickets that already have a parent. From a parent you can also:

• Resolve with children — resolve the parent and cascade resolution to all open children.
• Broadcast — post the same update to every open child.