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A Merge Tickets dialog will open. To merge tickets, follow this procedure:
Select a list where tickets should be merged. If only one list is used for HelpDesk OSP, that one will be shown. If several lists are used, you can select the required list from the dropdown.
The Merge Tickets feature supports merging text and note type fields. For other fields merging is not possible. Check the fields that should be included.
Press the Show tickets button.
Select from the tickets in the grid which tickets should be merged into another ticket, the Parent ticket.
Select the Parent ticket. All the selected parts of the selected tickets will be merged into the selected Parent ticket.
Check the delete box if the tickets that have been merged - the Child tickets - should be deleted after having been merged into the Parent ticket.
Uncheck the attachments box if you do not want attachments of the Child tickets to be merged into the Parent ticket.
Click Merge tickets to start the process.
HelpDesk OSP for Outlook and SharePoint ‒ User Manual