When a request is created, the system automatically checks for similar open requests.
You can link existing duplicate requests by selecting a parent request. Once the parent is closed, all related child requests will be closed as well.
For example, if several employees submit similar requests during an email outage, the operator can merge them into a master request. When the master request is resolved, all linked requests will be closed automatically.
To merge duplicate requests:
- Open the request page where duplicates have been detected.
- Click the
button on the top panel. A window with a list of potential duplicates will open.
- Select more than one request. The Link button will appear in the top right corner. Click it to merge the selected requests.
- In the dialog box, select a parent request that has the status Accepted or In progress. Click Confirm.
Note that child requests with the statuses New or Pending classification will automatically inherit the type, service, and priority of the parent. If you want to assign different values, cancel the merge and classify them manually.
After merging, the updated list of potential duplicates will be displayed.
Color indicators for linked requests:
- Blue: the parent (master) request.
- Light blue: child requests linked to the parent.
- White: potential duplicates not yet linked.
The request page will display a label indicating if the request is a Parent or Child in the Possible Duplicates section on the right panel. A Links tab will also appear, showing the list of linked requests.
When the parent request is resolved, all child requests will be closed automatically, and the parent’s resolution will be copied into their pages.
If you selected the wrong parent request during merging, repeat the steps above. Previous links will be replaced by the new ones.
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