> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Autotask Merge Simulation

> For desks synced to Autotask — Autotask has no native merge API, so duplicate tickets are merged manually via a strict 5-step sequence: verify, pick survivor, cross-note both tickets, carry history, complete the source last.

<Info>
  **Category:** PSA-Specific Workflows · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/psa-specific/autotask-merge-simulation/SKILL.md)
</Info>

**Connectors:** none — works with Thread out of the box

**Role:** [Service & Ops Manager](/start-here/roles/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.
```


## Related topics

- [Phishing Simulation Program](/skill-library/security/phishing-simulation-program.md)
- [Monitoring Companion Merge](/skill-library/triage-and-routing/monitoring-companion-merge.md)
- [Alert Storm Merge](/skill-library/triage-and-routing/alert-storm-merge.md)