Merge Smart Action Notification Rules

When Neo merges duplicate tickets, we need it to give the merged ticket to the same technician as the destination ticket and notify only that technician. The message should include the reason for the merge and direct them to review the destination ticket, so the right engineer sees the full details without alerting the whole team.

Contents of chat for context:

Neo can’t implement that exact hand-off in the current workflow editor, so I have not changed either workflow. The Merge Ticket action has no setting to copy the retained ticket’s primary resource; the only assignment action accepts a Ticket Dispatch result, not the identified destination ticket. Likewise, Notify Ticket Owner follows a ticket’s assigned technician but has no approved-recipient pool, while Notify Internal Team supports the pool but sends to fixed recipients.

The required enhancement is: after a merge, copy the destination ticket’s primary resource to the merged ticket, then notify that resource only when they are one of «TECHNICAL ENGINEERS». The message format you specified is sound:

A ticket has been merged
Ticket Reference Number: [ticket number]
Title: [ticket title]
Organisation: [organisation]
Reason for merge: [concise reason]
Please review the destination ticket to see the merge details in full.