Ticket Relationships

This tab is visible to admins. ConnectWise supports its settings; for HaloPSA or Autotask, the tab displays that ticket relationships are unavailable.

Caution

Bundling is reversible. Merging transfers the child ticket into the parent and is permanent; it cannot be undone. Automatic merging is off by default.

Configure automatic bundling

1. Enable automatic relationship processing.
2. Set Bundle confidence as a percentage from 0 to 100.
3. Set Candidate lookback from 1 to 90 days.
4. Choose a Bundle status for each configured board.
5. Select Save Ticket Relationships and confirm the saved result.

These settings control automatic relationship processing. The Bundle/Merge ticket action lets users choose a relationship for an individual supported ticket.

Configure automatic merging

Danger

Automatic merging is permanent and cannot be undone. Enabling it authorizes automatic merges of matching tickets under the saved settings.

1. Enable automatic relationship processing before selecting the automatic merging option.
2. Set Merge confidence. It must be at least as high as Bundle confidence.
3. Choose a closed Merge status for each configured board. This is the status used to close the child ticket after a merge. A board without an available closed status cannot supply this requirement.
4. Type the exact acknowledgement displayed by the page: I understand automatic ticket merging is permanent.
5. Select Save Ticket Relationships and review the result.

The additional confidence, closed-status, and acknowledgement requirements must be satisfied before automatic merging can be saved as enabled.