Duplicate detection — AND logic only, no automatic merging possible

Technical assistance
1

Hello,

Infos:

  • Used Zammad version: 7
  • Browser + version: Firefox

Expected behavior:

We expected to be able to choose the matching logic (AND and/or OR) between the selected attributes in duplicate detection, and to be able to configure automatic merging of tickets detected as duplicates with reassignment to the same agent.

Actual behavior:

When several attributes are selected (e.g. customer + order number), the system only applies an AND logic (all attributes must match simultaneously). There is no automatic merging of tickets detected as duplicates: the feature is limited to displaying an informational warning to the agent, with no automatic action.

Steps to reproduce the behavior:

  1. Enable duplicate detection in Settings > Ticket > Duplicate Detection.
  2. Select two attributes to compare (e.g. Customer and Order number).
  3. Create a first ticket with Customer A and Order number 1.
  4. Create a second ticket with Customer A (identical) and Order number 2 (different).
  5. Notice that no duplicate warning is shown, despite the matching customer because only one of the two attributes matches (AND not satisfied).

Thanks

Dan

2

I’m not really sure why you post a technical question, if you also post a feature request (showing that you know it’s not possible): Automatic ticket merging + combinable AND/OR logic between attributes for duplicate detection

What kind of answer are you looking for, for your technical question? I’m just trying to understand your expectation.

3

My goal was mainly to check whether the AND-only behavior is by design, or if there’s a workaround we might have missed. If it’s indeed expected with no workaround, the feature request covers it and this thread can be closed.

Thanks for looking into it.