When using the Merge Duplicate Tickets app, if some tickets are not merging as expected, the issue is usually related to the configuration settings (refer to the Merge Duplicate Tickets section Configuration).
The following details how to troubleshoot and resolve common merge issues.
In this Article
Check the Usage Reports
Check the Merging Rules
Check the Merging Window
Check the Matching Criteria is Configured Correctly
Check for Subject Prefixes
Check if the Tickets Match All Filters
If you still need Help
Check the Usage Reports
- Display the Usage Report for Merge Duplicate Tickets.
Refer to Reports for Merge Duplicate Tickets.
If the Auto-Merged usage is low or zero, this means that the Swifteq app is not receiving the tickets to be processed. - Check if any filters, triggers or conditions were recently changed in the Merging Rules. You can check the Last Updated date on the Merge Duplicate Tickets configuration.
Check the Merging Rules
Check the Merging Rules to ensure the following:
- The Rules are enabled. A Rule that is Enabled shows on the Configuration with a green dot.
- The Rules are configured correctly to send the tickets to Swifteq.
- The Rules are not overridden by another automation.
Check the Merging Window
Check if the Merging window is valid. Refer also to Merging Window in Setting up the Merging Rules.
The Merging window defines how far apart in time two tickets can be created to still be considered duplicates.
For the tickets that were not merged, ensure the tickets were created within the allowed time in the Merging window.
For example:
If the Merging Window is set as 1440 hours (60 days)
- Where Ticket A is created on January 1
and
Ticket B is created on February 15
Ticket B will merge with Ticket A (created 45 days apart)
- Where Ticket C is created on March 2
Ticket C will not merge with Ticket A as it was created 61 days apart and this, exceeds the Merging window.
Check the Matching Criteria is Configured Correctly
Check the Merging Rule is set up to use the correct method for the Matching Criteria.
For example, check if the matching is on the Subject or the Requester and ensure that both tickets meet the conditions.
Check for Subject Prefixes
If your ticket subjects have prefixes (for example, "SUP-9876 Unique Ticket Subject") they may be treated as different conversations unless the prefix is ignored.
To merge tickets using the Subject without the prefix (for example, "Unique Ticket Subject") you need to instruct the app to ignore the prefix. System-generated prefixes must be ignored for matching.
When matching on the Subject, add a regex pattern to the Ignore Leading Characters for the Subject in your Merging Rule. Refer also to Match on Ticket Fields - Adding Fields for the Matching Criteria in Setting up the Merging Rules.
For example,
If the Subject is "SUP-9876 New Ticket Created - Customer Email"
In the Merging Rule, in Ignore Leading Characters for the Subject, add the regex Pattern
SUP-\d+
This instructs the app to ignore the prefix when comparing ticket subjects.
Check if the Tickets Match All Filters
If your rule filters by Group or Tags, ensure those values are present before the Swifteq New Ticket trigger activates. Adding tags or groups later may result in the merging being skipped
If you still need Help
If you still need help, please contact support by emailing by emailing support@swifteq.com with the following:
- Screenshots of your merge rule settings
- Your automation configuration
- Sample ticket IDs and subjects