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Rock Creek Solu's avatar
Rock Creek Solu
Active Contributor
13 years ago

Allow Merging Incidents into a Single Incident

Many of the Incidents I receive are actually duplicates of identical incidents (although they may involve different Customers in the same Company).

For example, I received several tickets on a wireless issue at a company from several Customers. Resolving the wireless issue resolved all of the tickets. Instead of having to respond and enter resolutions for all of the tickets, I would have preferred to merge the tickets into one, and make one response.

I could see this being implemented several ways, perhaps the easiest of which would be to have the system create a "master" incident to which all of the "merged" tickets point. When anything is done on the "master" ticket, the action is communicated to all of the original incident tickets. When the "master" incident is closed, the child incidents would be closed as well.

Optionally, the merged tickets could be replaced by a newly created single ticket (although there may be some database issues in this regard).

Combined with the suggestion I made in a separate "idea," that of allowing multiple Customers to be assigned to a single incident, this would be a very powerful feature.
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  • Rock Creek Solu's avatar
    Rock Creek Solu
    Active Contributor
    13 years ago
    I will have to test this. It looks good. But I still would like the ability for my techs to merge incidents and retain the customers associated with each one.
  • Luke Grimstrup's avatar
    Luke Grimstrup
    Retired GoTo Contributor
    13 years ago
    While merging incidents is a good idea, if you want to resolve a lot of incidents at once, you can do this by creating a report and using mass-actions.

    Go to:
    Incidents > Reports & Queues > select a report > select the incidents on the left-hand-side > add mass actions to perform.



    From here you can set the status to "Resolved", close the incident and add a comment all from this screen. Notifying the watchlist, and the customer if you want.

    You can also report on all incidents linked to another service desk record by using the "Linked To" condition. Allowing you to report on all incidents linked to Problem or Release, this may come in handy if you find a workaround for a Problem and want to update all the associated incidents, or if a Release addresses a number of incidents.