Quick question - we are looking at moving our Helpdesk to the k1000 Service Desk but have run into the lack of ability to merge tickets, which is putting a bit of a downer of user acceptance.

One way to get around the issue (from poking around) is to make similar tickets children of a Parent ticket - this leads to two usability queries:

1) is it possible to have the "Allow this ticket to be a parent" checkbox ON by default?

2) Is it possible to have the "Show child comments" checkbox/option ON by default? 
Turning this on is not saved between visits to the parent ticket, which is irritating.

I have looked in the Configuration pages exhaustively but cannot find anything resembling these options -happy to be told I have missed the setting!


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You can use a service desk rule to check the allow parent box, but that won't change the default state of the checkbox. It would allow you to change the IS_PARENT value for the ticket when it is saved.
Answered 09/13/2017 by: chucksteel
Red Belt

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