Merge requests in SMAX

Idea ID 2748046

Merge requests in SMAX



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)
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.

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