+1Suppose you have 2 tickets : Main ticket and ToBeMerged ticket and they both are open with ticket state Submitted.
When you merge ticket ToBeMerged into the Main ticket, you get an overview of what will happen.
When you go ahead and merge the ticket, the ToBeMerged ticket is closed. This is ok, but … the ticket state still is Submitted, which results in reporting issues.
It would be nice of the overview screen of the merge action, would allo you to also change the ticket state to Resolved.
+1Additional information from the 1LS team :
Description: When we merge duplicate or related tickets, the conversation is correctly closed, but the ticket state is not updated automatically. This creates inconsistencies in our reporting and adds unnecessary manual work for teammates. After merging, the ticket remains in an “In Progress” or other incorrect state, even though the conversation is closed.
Teammates must manually change the ticket state before merging, otherwise the data will be wrong. This step is easy to forget during busy workflows, leading to incorrect reporting.
Impact:
- Tickets that are actually completed still appear as “In Progress” in reports.
- This distorts metrics such as workload, resolution time, and team performance.
- Managers may misinterpret data and allocate resources inefficiently.
- Teammates have to perform extra manual actions, increasing workload and the likelihood of errors.
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