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‎10-21-2015 03:14 PM
My client often gets multiple reports of the same Incident through phone, email, chat etc. Does anyone know of a way to easily merge the information from one Incident to another (for instance the client is looking for a simple solution like: Field "Merge with Incident" ___________) Has this been done?
Also, customers often email Service Desk technicians with follow up information, and they then want to forward it to their primary ticket and have this information integrated into the ticket. I realize this is different than the first scenario, but both involve the merging of Incidents.
Any suggestions would be very welcome. Thanks in advance!
Solved! Go to Solution.
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‎10-22-2015 05:00 AM
I would use parent-child relationships for this. That way, customers could keep their ticket numbers and you could write stuff to filter it all up to one parent record.
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‎05-24-2016 09:02 AM
Anyone actually have a Merge solution? It would be nice to have the following capability for a Merge UI Action for any tasks to accommodate the situations where you actually want to merge requests, incidents, or tasks (This is primarily important for companies that are transitioning to full ITIL)....
- Upon selecting 2 or more tasks from list view selecting Merge from the drop down.
- A dialog box appears that shows to: (Defaulting to first incident received) and from: (defaulting to all other incidents selected) and submit merge and cancel.
- Behind the scenes, all of the Additional comments from the "from" incidents are added to the merged incident and all of the Worknotes from the "from" incidents are added to the merged incident.
- The requestors and watchers from the "from" incidents are added as watchers in the merged incident.
- Notifications are sent to all of the requestors and watchers from the "from" incidents and the "from" incidents are closed without further notifications.
Anyone?
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‎10-21-2021 10:06 PM
Hi,
I think this would be a great feature to have. Is it now available (5 years after this post was written)?
We often get duplicate tickets raised by people using a form for the submission of the original ticket, then sending an email related to that ticket, resulting in two halves of the same problem (for example).
It would be great to merge these together into a unified ticket.
Thanks
Ebony
