ConnectWise Manage handles merged tickets and child tickets two separate ways in the background, so here’s a quick cheat sheet on how that works on Brightgauge:
ConnectWise Manage Cloud
By default, we include child tickets on our Cloud datasets. If you want to exclude them from your gauge, just add the ‘parent’ field as a filter and set it to ‘parent is null’:
Previously ConnectWise did not provide a way to detect merged tickets through the API. This meant that unlike child tickets, we couldn't filter those out as we did not see anything marking them as merged. As of the 2018.5 update, they have rolled out new fields that allow us to filter out merged tickets. If you’re seeing merged tickets and would like to either filter by them or remove them altogether, let Support know and we’ll take care of it.
ConnectWise Manage On-Premise
By default, we exclude all child tickets from our On-Premise datasets. You don’t need to do anything. We exclude them as they increase the likelihood of the datasets timing out. If you would like to see child tickets - reach out to Support and we’ll see if it’s something we can do.
If you’re seeing merged tickets and would like to either filter by them or remove them altogether, let Support know and we’ll take care of it.