Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
How to merge duplicate service requests (SRs) by agent? — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

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

Received Response
23
Views
3
Comments
edited Oct 2, 2020 9:45PM in B2B 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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!