+3I’m writing wondering if there has been a change to how duplicate tickets are handled. In the past, I click the drop down next to the Resolve button and select “Resolve-Duplicate Ticket”. Then I select the ticket number that I want to merge to and then it was complete.
When I tried this just now, I got an error saying I must choose a resolution action. Is this intentional or is it a bug?
Best answer by AMeyer Greendale Schools
Sounds like you’re seeing the same bug as another district - older post here:
+18Thank you
Tickets that are responded to the agent from the users email are creating multiple duplicate tickets. Is there a way to prevent this?
Tickets that are responded to the agent from the users email are creating multiple duplicate tickets. Is there a way to prevent this?
Are the users replying to the iiQ notification email and adding other addresses to the CC or BCC field? Or something else?
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