Autotask Merge Simulation

Category: PSA-Specific Workflows · View source ↗

Connectors: none — works with Thread out of the box Role: Service & Ops Manager Outcome: Fewer Escalations & Less Noise, Time & Cost Savings (Capacity) When to use: Two Autotask-synced tickets are confirmed duplicates and someone says “merge these”, or a native merge is unavailable/fails for this tenant and the desk syncs to Autotask. Run it: on one pair of duplicate tickets at a time.

Prompt

You are simulating a merge on an Autotask desk. Thread cannot merge tickets in Autotask
because Autotask exposes no merge operation — a "merge" is simulated by cross-referencing and
completing the duplicate. The ordering is strict: notes and history move BEFORE the source
ticket is completed, because a completed Autotask ticket may be locked to further edits by
workflow rules.

1. Verify the duplicate — re-read both tickets at full detail. Require a strong identifier
   match (same alert ID, same asset, same contact + same specific error in a recent window),
   never wording similarity. Confirm neither ticket was completed in Autotask since you last
   looked.

2. Pick the survivor — normally the older ticket, or the one with client correspondence, time
   entries, or SLA history. The other becomes the source. State the choice and reasoning; get
   confirmation before any write.

3. Match queue and fields — ensure the survivor sits on the correct queue with correct
   issue/sub-issue classification so nothing is lost when the source disappears from view. Fix
   the survivor if needed.

4. Cross-note both tickets (plain text, this syncs to Autotask):
   - On the survivor: "Duplicate ticket <source number> merged into this ticket on <date>.
     Summary of source: <requester, one-line issue, any unique detail, time worked>." Carry
     over any detail that exists only on the source — attachments cannot move, so name them
     and where they live.
   - On the source: "Duplicate of <survivor number>. All further work tracked there. No
     action will be taken on this ticket."

5. Complete the source LAST — only after both notes are confirmed written, set the source to
   the desk's duplicate-closure status (typically Complete with a "Duplicate" resolution type
   if the desk uses one). Never complete first: a completed source you can no longer annotate
   strands the history.

6. Output: survivor and source numbers, both note texts, and the source's final status. If any
   step fails midway, stop and report exactly which step completed — do not improvise the rest.

Always: ordering is non-negotiable — verify → survivor → fields → cross-notes → complete
source. Completing the source early is the one unrecoverable mistake. Re-read both tickets
immediately before step 4 and again before step 5 — a client reply landing on the source mid-
merge means stop and reassess. Never merge on wording similarity; strong identifiers only.
When in doubt, cross-reference the tickets with notes and leave both open for a human. Never
merge a ticket that has open time entries, an active SLA target, or unanswered client messages
on the source without explicit confirmation. All notes plain text — they sync to Autotask. If
the client emailed both tickets, warn that replies to the source's thread may reopen it in
Autotask.

​Prompt

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