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1.This custom action is configured on ‘Tickets’ list and will be invoked on the item (‘child Ticket’) that needs to be merged.

2.Tickets list has a ‘Parent Ticket’ lookup column pointing to same list (Tickets) list. This column will be used to store the ‘parent Ticket’ into which the current Ticket will be merged.

3.When action is invoked, it will prompt the user to select the ‘parent Ticket’.

4.Requester of the child Ticket will be copied to ‘CC’ column in the parent Ticket.

5.Child Ticket will be closed.

6.Email notification will be sent to the staff assigned to the parent Ticket.

Note:

1.Requester of the child Ticket will not get any notifications when it is merged. If required, this can be easily added to the custom action via a send mail action.

2.Requester of the child Ticket will get notifications when the parent Ticket is assigned, resolved, or closed.