Merging Requests

You can merge a request with another request from the request details page.

Go to the details page of a request.
Select Actions > Merge Request.

Select the request to be merged and click Merge. The oldest request will be retained as the parent request.

While merging requests from the details page,

For incident requests, all incidents and service requests will be listed.
For service requests, all incident requests and only the service requests raised using the same template as your current request will be listed.

You can merge multiple requests from the requests list view page,

Select requests to be merged and click Merge on the toolbar.

Select the parent request and click Merge.

The following request entities of child requests will be moved to the parent request after the merging process:

Tasks
Checklists
Worklogs
Notes
Conversations
Reminders

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.