Merge requests

Destiny Help Desk users with the Can Merge Requests administrative permission can do the following:

• Merge multiple requests into an existing request.
• Merge from a request details page.
• Unmerge requests.

When a request is merged, a Merged Requests tab shows all of the requests merged into it.

Important: A request that has other requests merged into it cannot be merged into another existing request. Example: Requests B, C, and D are merged into Request A. Request A cannot be merged into another request, since it contains three merged requests. However, additional requests can be merged into request A.

Note: To receive email notifications, you must have enabled Notify Request Was Merged under Created by Others and/or Created by Me.

To merge multiple requests into an existing request:

1. Select Requests > Open Requests.
2. In the row of each request you want to merge, select the checkbox.

   

   Note: Selected requests are highlighted in blue.

3. Select Actions > Merge Requests.

   

   The Merge Requests pop-up appears.

   

4. Do the following:

   Note: Requests that cannot be merged appear in the Will Not Merge box.

   1. Under Will Merge, ensure the requests you want to merge appear.
   2. Under Merge To, enter the request you want to merge all requests into.
   3. Enter a note documenting the merge.
   4. If you want an email notification sent to the requestors, assignees, and any additional users, select the Send Email checkbox.

5. Click Merge.
6. On the merge confirmation, click OK.

   

7. Click OK.

   

The status of the merged requests is now Duplicate.

To merge requests from the request details page:

1. Select Requests > Open Requests.
2. Click the Request ID of the request you want to merge.
3. Select Actions > Merge. The Merge Request pop-up appears.

   

4. Do the following:
   1. In the Merge To field, enter the request ID you want to merge into.

      Note: The requestors, assignees, and all additionally-notified users of the selected request will be added as additionally-notified users to the selected Merge To request.

   2. Enter a reason for the merge.
   3. If you want an email notification sent to the requestor, assignee, and any additional users, select the Send Email checkbox.

5. Click Merge.
6. On the merge confirmation, click OK.

   

7. Click OK.

   

The status of the merged requests is now Duplicate.

 

To unmerge a request:

1. Select Requests > Open Requests.
2. In the row of the request you want to unmerge, click the Request ID.
3. Select Actions > Unmerge.
4. On the unmerge confirmation, click OK.
5. Click OK.
6. Repeat for each request you want to unmerge.