Hello!

i've just spent about a half hour looking for a request that was put in by one of our users.  Request id 11217.    They swore they put it in, yet no one could locate it.  (i'm an admin so i can see all tickets).

 

after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. 

Turns out the ticket was merged with another ticket (11427).

 

My question, or concern - is this: 

 

What happens when two tickets get merged that are entered by two different users?  Who gets notified of the updates?    Why wouldnt the first ticket be able to be found at all during a search? 

 

Any insights into this process would be most appreciated,

thank you!

 

-Linda