How to merge duplicate service requests (SRs) by agent?
SummaryWe occasionally need to merge two service requests into a single service request
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:
- 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.