I understand how the merge ticket works but to me there is a fault with it. Follow along please:
1. I have ticket 'A' that I am working on and it is assigned to me.
2. Ticket 'B' comes in with the same issue from another user.
I decide to merge ticket 'B' with 'A'.
The process completes and closes ticket B.
There lies the issue. Ticket 'B' closes but does not get assigned to a Tech.
I have tried writing a Process to assign a tech with no luck. So far all I could get was a Process that sends an email when a ticket is closed without a tech.
Why is it a big deal? How many of you have searched for closed tickets with no tech assigned?
Is there someplace to set the ticket to not close unless a tech is assigned?
Suggestions?
Thank you