Merge and Split Requests
Technicians can merge requests that are raised by users for the same service or incident.
You can merge incident and service requests with any type of request. However, you can only merge service requests with other service requests of the same template.
During the merge process, you will designate one request as the parent request, and the other requests will become the child requests. After they are merged, only the parent request will be retained, and the child requests will be added to the parent request's Conversations.
Merge Requests
- Go to Requests and choose the respective customer from the drop-down in the header.
- In the request list view, select the requests to merge using the check boxes, and click Merge.
- Select the parent request in the pop-up, and click Merge.
- Alternatively, you can also merge requests by going to a request's details page and clicking Actions > Merge Request.
- If you're inside an incident request, all incidents and service requests will be listed. If you're inside a service request, all incident requests and only the service requests raised using the same template as your current request will be listed.
- In the pop-up, you can click a request to view its details.
- Select a request and click Merge. The request selected will become the parent request.
The following particulars of child requests will be moved to the parent request after the merging process:
- Tasks
- Worklogs
- Notes
- Conversations
- Reminders
- Checklists
Child requests' associations are propagated to the parent request as follows:
Whether the parent request is an incident or a service request:
- Project: If the parent request has no project association, and if one or all child requests are associated with the same project, the project will then be associated with the parent request. If the child requests are associated with different projects, the associations will be discarded.
- Change: If the parent request has no change association and if one or all child requests are associated with the same change, the change will then be associated with the parent request. If the child requests are associated with different changes, the associations will be discarded.
If the parent request is a service request:
- Problem: All problem associations of child requests will be discarded.
- Purchase Orders: Purchase orders associated only with service requests among the child requests will be associated with the parent request.
If the parent request is an incident request:
- Problem: If the parent request has no problem associated with it, and if one or all child requests are associated with the same problem, the problem will then be associated with the parent request. If the child requests are associated with different problems, the associations will be discarded.
- Purchase Orders: Purchase order associations of all child requests will be discarded.
The merge process will not affect the approval status of the parent request.
Users' answers to resource questions in child requests will be discarded.
Any new association (except purchase order association) to the parent request during the merge process will not be logged in the History tab.
Splitting Merged Requests
- Go to the Conversations tab in a parent request.
- Locate the merged request, and click
The split requests will be logged as new requests.
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