Hello ​@BWalker 810d8d7 polkschoolsfl,

Thank you for posting your question in iiQ Community! When a ticket requires an approval, it cannot be worked until it has been approved. This includes not being able to merge the ticket as a duplicate until it has been approved.

Thanks,

Dani Donaldson

Is there a specific permission that can be given to the Agent so they can do this or would they need to be iiQ Admin? 

There is no specific permission to allow Agents to merge the tickets. It is a built in permission. I haven’t seen where an iiQ Admin can merge a ticket before it’s been approved.

Do you have a screenshot example of this scenario?

They were marked as Complete rather than Resolved when I merged the. I’ll need to look at it again to see if they had been approved. 

Approvals were canceled on the tickets I mentioned. So, that is why I was able to merge them. 

Gotcha! Thanks for following up and letting me know! Have a great weekend