It may happen that employees accidentally create multiple service tickets for the same issue. In this case, you can select one to process and mark all the others as duplicates.
Procedure in the FM Portal
Open the service ticket you want to mark as a duplicate. You can do this either via the link in the email or through your service list.
Click on Assign as a duplicate of the main ticket.
Select the main ticket that this service ticket should be marked as a duplicate of. Then confirm the prompt.
The service ticket has been marked as a duplicate.
It will be closed when the main ticket is closed. The person who created the service ticket will be notified when the ticket is closed via the main ticket.
Note: You can create and nest subtickets or duplicates up to the 8th level.
Note: A check is performed every 5 minutes to see if the main ticket has been closed. Therefore, all duplicates will be closed no later than 5 minutes after the main ticket is closed.