Merge incidents

[pavankum]

need to merge incidents, requirement is like we have to select the incidents to be merged and select option merge(need to add merge option in "Action on selected rows" ) so that tickets will be merged

[tony_fugere]

Usually people use Child Incidents to gather them together, but if the goal is to truly "merge" them, then build that into a UI Action that is "List choice" set to checked (true).

I would script it to identify one of the incidents to be the "merged" incident and then to copy whatever data you want from the others and delete them or mark them Incident state = Closed and Active = false.

[pavankum]

could you please provide the script....

[tony_fugere]

I find that providing people with the building blocks from which to learn is the best way instead of just giving away the answer. So, I'll start with a hint to get you started.

First off, I realize that we may hit a bit of a road-hump here because the system does not provide a simple way to understand which items were selected in the checkboxes to understand which ones we should merge. There are two options that I can picture:

1. Less complex: put a "Merge" field on the Incident and have the UI Action simply set

current.u_merge = true;

and update. Then, the system would need to trigger something/somehow to understand that we need to merge them. The downside to this approach is that is multiple people try to merge incidents, the system will NOT understand which to merge (except perhaps by using the Updated By field to understand who selected Merge on which incidents). I would handle this by firing an event that has a corresponding Script Action to find and merge the incidents that the user selected to merge.

2. More complex: build a client-side List UI Action that will evaluate the checkboxes and use GlideAjax to send the checked items to the server-side for merging. If you go this route, the scripting is MUCH more complex and would require trust that the user's browser doesn't fail on us, but it is a guaranteed merge which could bode better than option 1.

[JohnJasinski]

From a process view - here's another idea - I suggest caution on merging incidents.

If you have multiple incidents and merge into one you might lose the quantity data which could help with Proactive Problem Management activities.

Consider asking the process owner for Problem Management for input..

If you don't have a Problem owner, consider assigning the role and responsibilities.

As a Problem Owner, I suggest waiting on the merge concept.

Often we get process people with good intentions, making requests for system modifications and it creates more harm than good and wastes resources in the attempt.

Just a thought.

Keep IT Simple Smartie (KISS)