A linked collection of tickets, for example because they deal with the same topic, is called a bundle. Bundling is only possible in the ticket list and is only available if two or more tickets have been selected in the list.

The easiest way to make a selection is to tick the individual checkboxes at the beginning of a ticket. A block can also be marked while holding the SHIFT key + click on another ticket.

With the selection of the first ticket, the master ticket of the bundle is determined. This ticket takes control over the bundle. It specifies the core data for the bundle, like the user data, priority, category and resource. All further processing steps are carried out on the master ticket and apply to all slave tickets as well. Individual ticket actions can still be applied on slave tickets. When the master ticket is closed, all slave tickets will be closed as well. Closing a slave ticket separately is not possible.

The tickets can now be bundled using the Bundle button above the ticket list and next to the menu button. In the mobile view, the Bundle button is in the ticket actions combo box.

Note: The button only appears if more than one ticket is selected.

Note: Bundled tickets can be recognized in the ticket list using the bundle icon, which can also be displayed as a column. In the opened ticket, a note appears above the list of processing steps and the ticket details also contain the bundle icon.

Note: Bundling of ticket is not possible if

• The ticket has not been authorized to a resource yet.
• The ticket is closed or deleted.
• Bundling is limited to tickets from the same ticket user, email domain or location/customer by an option in the configuration.
• The ticket is part of a Process and is meant to become a slave ticket.
• The ticket is a secondary part of an ITIL-Link and it meant to become a slave ticket.

The process of unbundling tickets takes place in the ticket extension Links. The extension lists tickets that are bundled with the currently open ticket with the ticket number and subject text. The tickets can be opened from the list by clicking on them.

Note: Unbundling tickets is only possible in the master ticket, by clicking on the unbundle icon next to the ticket.