Merging incidents

Overview

If two or more incidents have been created for a single issue, you can close or pause all duplicates. The issue then continues to run on the main ticket.

How to merge open incidents

1. Open the Service Desk application and go to Incidents.
2. In the grid, find and select all incidents that should be merged with a main incident.
3. In the action pane, click Merge to open the wizard.
4. In the wizard, select an incident that you want to retain in the Activity field.
5. Then choose either Pause merged activities or Close merged activities radio button.

• For the  Close merged activities option, you should select a reason for closing. The default reason is Duplicate. Merged incidents will be closed after the wizard finished.

• For the Pause merged activities option, you should specify the time for a reminder on paused incidents and provide a reason for pausing. The default reason is Waiting for Parent Ticket. Merged incidents will not be closed until the main ticket is closed.

6. In the Additional Options section, you can select the following checkboxes to unify the data in the merged incidents:

• Take over the SLA of the remaining activity to the merged activities;
• Take over the OLA of the remaining activity to the merged activities;
• Take over the category and the responsible role of the remaining activity to the merged activities;
• Copy attachments of obsolete activities to the remaining activity;
• Copy journal entries of obsolete activities to the remaining activity.

7. Click Summary to proceed to the second page of the wizard and review your changes.

8. Click Merge to merge the incidents.