Merging Requests

 

When two or more requests are related to each other, and if they are from the same requester and was handled by the same supervisor then, in this case, you can merge these requests as one and assign a single supervisor for the request.

 

To merge one or more requests,

  1. Click Work Request tab in the header pane.

  2. From the request list view page select the requests to be merged by enabling the check box. Click Merge button to merge the requests. All the merged requests appear as a single request.  

[OR]

  1. Click the Title of the request to be merged from the request list view page.

  2. From the request details page, click Actions link -> select Merge Request option. The Merge this Request form opens as shown below,

 

  1. You can search for specific request by providing a search string in the Search for Request field given above. To confirm if the request you want to merge is the correct one, you can view the request by clicking the title of the request.

  2. Click the Merge Request icon to merge the two requests. A dialog box pops up asking your confirmation on the merge operation.

  3. Click Ok to merge request. All the merged requests is displayed under the Conversations block of the request details page. And if you have attached notes, conversations and time-spent entry for the requests all the information is moved to the parent request.

  1. Else if you wish to cancel merging click Cancel in both the dialogs to exit the Merge Request form.

    You can split a thread of a request into a new request. For more information on this, kindly refer to the section Request Conversations.

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