Merging pending service requests with existing service requests
You can merge duplicate service requests.
If you are merging service requests for different entities, the target service request will include all entities from both service requests.
To merge a pending service request with an existing open service request:
- On the Service Requests workspace, use the All Pending Service Requests filter to display pending service requests.
- Select the required pending service request, which is the source service request.
- Click the More Actions button
and select
Merge.
- Search for and select the required target service request.
A confirmation message displays asking you to confirm the merge of the service requests. - Click Yes to confirm.
A message displays in the data table in the Activities tab for the target service request that provides the date when the records were merged, and the request ID for the source service request.
Email, attachments, and notes for the source service request are appended to the target service request. The pending service request is canceled.
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