ServiceDesk Plus – MSP helps you to merge 2 or more requests and combine them into a single request. Requests can be merged from the request list view page and from a request details page. The following two examples will help you in understanding the merging technique and after the merging process which request will be the parent request.
a) I’m in the Request List view screen where I’m able to view all the requests in the helpdesk. I’m going to merge 2 requests say, Request id 10 and 7. So I select the check box beside these requests and click on the Merge button. Which request id will be the parent request?
Answer -> a
If you merge two requests from the request list view, then the older request will be the parent request and the new request will be the child request. In other words, the newly added request is merged with the old request.
b) I’m in the request details page of Request id 7. I choose ‘Merge Request’ option under the Actions button to merge this request with Request id 10. Which request id will be the parent request?
Answer -> b
Note: In the requests list view page, there is no restriction on merging requests across accounts. When you do this, both requests will be merged and will belong to the same account as that of the older request. So, the request for the account with the greater request number is actually lost. Hence, merging of requests across accounts should not be done.