Merge issue - initially only possible to merge incoming email with an existing issue
It is possible to perform basic (limited) issue merge. The issues must both have the same issue type and belong to the same project.
A quite common scenario is that you have responded to a customer via email, the TicketId is there in the Subject in your reply, but then your customers does a reply without the TicketId available in the Subject. VisionFlow will then create a new support issue instead of adding the email as an "Incoming email" to the original issue.
Merging issues currently have important limitations on which issues can be merged, and what information is merged. Some information may be lost. Read the section at the bottom to find out more.
NOTE! Merging currently only works for issues of the same issue type.
The Merge option is only shown in the context menu if all selected issues have the same type.
Also, the "Search for master issue" currently only finds issues with the same type as the current issue.
A note on permission: To see and use the merge function, you need to have at least three role permissions: to save issues, to delete issues and to merge issues.
There are two ways to merge issues:
1. From the Issues list
Mark two or more issues in the issue list, click on "Update selected issues..." and choose "Merge issues".
After selecting this option a new dialog will be displayed for selecting which of the selected issues that should be the master issue. The master issue is the issue that will be kept after the merge and hence the information from the other issues will be integrated into this master issue.
2. From the Edit issue page
Open the issue that you wish to merge into another issue and select the "Merge" option in the toolbar.
When merging an issue using this option you have to search for the master issue using the dialog that is displayed when you select "Merge". The search fields for Reporter and Company are prefilled based on the current issue so the most likely candidates for the master issue are displayed in the search results.
When the correct master issue has been located you click on the issue in the "Search result" to continue with the merge operation.
Note that the Search only finds issues with the same issue type as the current issue!
Merging - What happens when you merge an issue with another?
Let's say that we want to merge issue B with issue A - i.e. A is the master issue. This is what happens:
- The Description in B will be added as an "Incoming email" in A.
- If you have any "Incoming email", "Comments" or "Replies" on B, they will be moved to A.
- If B was created before A, the Create date of A will be set to that of B
- If you have any documents in B, they will be moved to A.
- Any work logs on B will be moved to A
- Any expenses on B will be moved to A
- Any Votes on B will be moved to A
- Any issue Links to B will be moved to A
- If you have configured your "Email ticket system" to set a status when an Incoming email is received - the status of A will be changed to that status.
NOTE! Not all data will be merged, such as most issue fields, and some other data.
This function is currently primarily intended to be used for merging the communication about two support issues at this time. Merge other issue types with caution.