Welcome Serena Central users! CLICK HERE
The migration of the Serena Central community is currently underway. Be sure to read THIS MESSAGE to get your new login set up to access your account.

Merge requests in SMAX

Idea ID 2748844

Re: Merge requests in SMAX

Hello,

 

I would like to have an option to merge multiple requests into one. Usually this is needed when for example some monitoring application is creating more than one request about the same subject.

One option how to implement this into the UI is shown below. First, one selects all the requests that needs to be merged, then select "Merge records" and then one selects what will be the parent ID of the merged records. The description of the merged records could all be then consolidated into this one parent request.

At the moment SMAX does not have a proper way to handle this kind of situation rather one needs to go all of them through one by one (which takes a lot of valuable time from agents).

 

Screenshot 2019-11-25 at 17.27.15.png

Tags (3)
4 Comments
Outstanding Contributor.. Sissel Outstanding Contributor..
Outstanding Contributor..

Agree.  It's not always an incident involved, and then it’s not good way to handle many similar requests.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

Super Contributor.. Mooseman Super Contributor..
Super Contributor..

Thanks for the info. This functionality is asked from us more and more when we present SMAX capabilities to our customers and new opportunities.  We can see a lot of demand for this and would be excellent to present this feature as a part of SMAX in the future.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

We have a similar request, where the request analyst would want to be assigned all the tasks within a single request.

The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.