Wagos Helpdesk Merge Access
Let Helpdesk administrators merge duplicate tickets without granting Settings access
Wagos Helpdesk Merge Access
Duplicate Tickets, Merged by the People Who Handle Them
Odoo can merge duplicate Helpdesk tickets, but it reserves the feature for Settings administrators, because the merge engine belongs to the Data Cleaning app. This module hands that one job to Helpdesk administrators, and nothing else with it.
Key Features
- Merge From the Ticket List: Tick two or more duplicate tickets and choose Merge from the Actions menu.
- No Settings Access Needed: The Helpdesk administrator role is enough; nobody has to be made a system administrator to tidy up duplicates.
- Tickets and Nothing Else: Record rules confine the grant to Helpdesk tickets, so the Data Cleaning app cannot be turned on contacts, invoices or tasks.
- SLA Aware: The surviving ticket keeps the earliest deadline for each SLA that applied to either ticket.
- Nothing Is Thrown Away: The duplicate is archived rather than deleted, and both tickets keep a chatter record of what was merged.
- Settings Keeps Everything: System administrators retain full, unchanged access to Data Cleaning across every model.
Why the Restriction Matters
Merging is not an ordinary write. To move every reference from the duplicate onto the survivor, the engine rewrites foreign keys directly in the database, which bypasses access rules entirely. That is a reasonable thing to allow on a helpdesk ticket and an unreasonable thing to allow across an accounting database, so the grant is drawn deliberately narrow rather than simply handed out.