KACE Product Support

Hi all the Kace pros!

I am having an odd experience, pointed out by an end user, that I cannot explain. Basically, there are two ways to "merge" tickets. The first is from your tickets view, where you select the checkbox next to two or more tickets and select merge from the action menu. This triggers a popup that asks "which ticket would you like to keep?".

This is good; working as expected. However, the second way is within the ticket details, there is a section for merge tickets.



This is bad, it merges and archives all tickets, leading to intervention needed by me to recover the intended "master" which has now unexpectedly been archived by the end user. I wonder why the second way of doing it here does not have the same mechanism for making a "master" or if it does and I have misconfigured something? Or what is the point of archiving all tickets - perhaps the second method is for another case use?

Please give me insight if you have it to share! Maybe a feature request for the same workflow no matter which merge method is used?