Merge requests

Incident or service requests are duplicated when users log their requests through both email and phone call, and by other events. With this feature, you can merge duplicated requests from a requester to ensure efficient helpdesk. (As for multiple incidents raised by different users for the same issue, the incident must be analyzed under Problem Management.)

You can merge two or more incidents or service requests (of the same template) from a user. In addition, you can merge incidents with service requests.

Important Terms

Parent Request: When you merge two or more requests, you will be asked to select one request as the parent. The parent request will be the one to which other request(s) will be merged and appended as conversation thread.

Child Request: The request that is merged with the parent request and is displayed as conversation thread under the parent request.

Requests after Merging

Assigned Technician or Group and DueBy date of the parent request are retained after the merge process.
A closed request selected as the parent request turns open after merging.
On merging, Completed Tasks, Notes, Worklogs, and Attachments of the child request will be moved to the parent request.
In the absence of Change/Problem/Project associations of the parent, the child's associations will be moved to the parent on condition that they are not conflicting the parent's associations.

You cannot merge requests from different dependancy groups.

You can split merged requests and the child request(s) will be added as new requests. Learn more here.

Role Required

Technicians granted with Merge permisison under Admin>>Roles.

There are two ways to merge requests.

Merge Requests from the Request List View

Select the requests to be merged, click Actions, and select Merge.

On the displayed window, select the parent request and click Merge.

Merge Requests from the Request Details Page

You can merge only two requests at one time here. The request from which you're performing the merge operation will be the child request.

Click Actions, and select Merge Request.

On the displayed window, locate the parent request and click icon.

View the merged request details under the History tab of the parent request.