Q: How do I merge tickets in Request Tracker?
Context
- Request Tracker (RT) at https://help.mit.edu/
- Ticket tracking at MIT
Answer
To merge a ticket into another ticket:
- Open up the ticket to be merged into another ticket
- Click on Links in the navigation bar along the top-right of the screen just under the search box.
- In the Merge into: text box, enter the ticket number of the ticket into which the open ticket is to be merged
- Click Save Changes
Please note that this involves an update to both tickets, so you must have update permissions for each ticket. In the Help Desk:: queues, this means:
- You must own the ticket to be merged
- The "merge into" ticket must either be unowned or owned by you
- You cannot merge into a ticket currently owned by someone else
If you do not have permission to modify the "merge into" ticket you will see a "permission denied" message when you use the Save Changes button.
![]() | Be Careful! Once you merge tickets, they can only be unmerged by having an RT admin go into the mysql database and doing a manual edit. |