Merging Requests

You can merge requests that are raised by users for the same service or incident. You can merge service requests raised using the same template. In addition, you can merge service requests with one or more incident requests.

You can merge service requests raised only on 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 appended to the parent request's Conversations.

 

In the requests list view page, select requests, and click Merge.

 

Select the parent request and click Merge.

 

OR

Go to the request details page, click Actions, and select 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.

 

Select a request (this request will become the parent request after merging the requests) and click Merge.


 

Following particulars of child requests will be moved to the parent request after the merging process:

 

The child request's notes and conversations will be marked as MERGED in the Conversations tab. Hover over the MERGED tag to view the details of the merge, including the date and the user who performed the merge.

 

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 association 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 to 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 into History.

Splitting Merged Requests

Go to Conversations of the parent request, locate the merged request, and click  icon as shown:
 


 

Split requests will be logged as new requests.