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Forum Discussion
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 wi...
It would be nice if we could merge incidents together when we get duplicate incidents.
Specifically, occasionally multiple customers will raise separate incidents about the same issue, but will often do so with varying information.
Or, instead of responding to our questions in the main incident, they'll raise another incident to respond. Obviously, we need to address that by training the customer, but it still leaves us with multiple incidents on the same issue, with varying information.
For the time being, we've been manually copying additional info from duplicate incidents into a main incident, and then deleting the duplicate.
Would love a simple "merge" feature - merges all comments in order by date/timestamp, links all customers or puts them on the External Watchlist, etc.
Service Desk is great, but this is the one and only feature I still miss from Spiceworks.
Thanks for considering,
Mike
Specifically, occasionally multiple customers will raise separate incidents about the same issue, but will often do so with varying information.
Or, instead of responding to our questions in the main incident, they'll raise another incident to respond. Obviously, we need to address that by training the customer, but it still leaves us with multiple incidents on the same issue, with varying information.
For the time being, we've been manually copying additional info from duplicate incidents into a main incident, and then deleting the duplicate.
Would love a simple "merge" feature - merges all comments in order by date/timestamp, links all customers or puts them on the External Watchlist, etc.
Service Desk is great, but this is the one and only feature I still miss from Spiceworks.
Thanks for considering,
Mike
I'm also curious about this functionality or any current work around to this problem.
