ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Merging Requests
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
When two or more requests are related to each other and are from the same requester, and can be
handled by the same technician, they can be merged into one request and assigned to a technician.
To merge two or more requests from the Request List View page,
1. Click on the Requests tab to open the Request List View page.
2. From the request list view page, select the requests to be merged by enabling the check
boxes.
3. Click Merge button to merge the requests.
4. All the merged requests appear as a single request.
(OR)
1. Click the Title of the request that you wish to merge in the request list view page.
2. Click Actions link -> Click Merge Request option. This opens Merge this Request form as
shown below,
5. You can search for specific request by providing a search string in the field provided above.
6. To confirm if the request that you want to merge is the correct one, you can view the request
by clicking the title of the request.
7. Click the Merge Request icon to merge the two requests. A dialog box pops up asking
for your confirmation to merge requests.
8. Click OK to merge request. All the merged requests will be displayed in the Conversations
block of the view list page. And if you have attached notes, conversations and time-spent
entry for the requests all the said information will be moved to the parent request.
9. Else if you wish to cancel merging click Cancel in both the dialogs to exit the Merge Request
form.
You can split a thread of a request into a new request. For more information on this, kindly refer to the
section Request Conversations.
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