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How to merge duplicate service requests (SRs) by agent?

edited Oct 2, 2020 9:45PM in Fusion Service 3 comments

Summary

We occasionally need to merge two service requests into a single service request

Content

How do others manage duplicate service requests? Is there a method to quickly merge the duplicates into one service request?

We have several instances where a two or more service requests should be merged and worked a single issue. Examples include:

  1. Several SRs are logged by the same person about the same issue and should be merged and worked as one, avoiding history in multiple places and confusing experience for primary contact who may see an issue as resolved when it is only the one instance of an SR that is resolved.
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