Merge Action
Deepser provides the “Merge” feature to consolidate multiple tickets and their associated entities into a single record.
The Merge functionality is available for the following system entities:
- Service Operation (Ticket)
- CMDB CI (CMDB Configuration Item)
- CRM Contact
- CRM Opportunity
Configuration
To enable the Merge functionality, you need to configure the grids. Taking the Service Operation grids as an example:
- Access grid editing by clicking on the dedicated icon.
2. Then, enable the “Enabled Merge” option to activate the functionality.
Setting the Default Status (Optional)
A default status can be defined for tickets merged into the main record (Base Record).
Path: System > Configuration > Utilities > Merge Records
For each entity enabled for Merge, you can configure a default status.
Using the Merge Functionality
Once the configuration is complete, you can begin the merge process:
Select the records to be merged using the checkboxes in the grids.
Click the Merge button to start the process. The Merge flow consists of four phases:
- Base Record Selection > The main record (Base Record) must be selected to merge the secondary tickets into it.
Once the Base Record is selected, click Next to proceed to the next step.
2. Adding Comments (Optional) > You have the option to add comments to the Base Record and the merged records. For example, you might add a comment to the Base Record to highlight that tickets were merged. You control whether these optional comments are actually included and if they are made visible in the user portal.
3. Selecting Entities to Merge > This step allows you to choose which entities from the secondary records should be copied into the Base Record.
The following entities can be merged:
- Comments
- Worklog (Work activities)
- Tasks
- Attachments
- Passwords
- User Associations (users in the “Watchers” or “CC Users” fields, but not the Assignee or Requester, who will not be modified)
- Email Messages
- Email Message Attachments
Note:
To avoid unwanted notifications and privacy issues, all entities such as Comments, Worklog, Tasks, and Attachments will be set to NOT visible by default in the user portal.
For Attachments, if a specific type is set, it will still be retained in the copied attachments of the Base Record, but the visibility in the portal will not be maintained.
Additionally, any email events related to the merged entities (e.g., Comments or Tasks) will not be triggered. This is done to avoid sending emails for comments already present, if they are visible to users. The only email event triggered is related to the Merge Comment added in the second step.
4. Final Status Assignment > You can assign a new status to the merged tickets.
Note: The Base Record will retain its original status.
Once you click Merge, the process will be completed.
Merge info
The details of the merge process will be visible within the involved entities via the Merge Info field, divided into two tabs:
- Base: Displays information about the main record (Base Record). The tab will be populated when inside a ticket merged into the Base Record.
- Merged: Displays information about the merged tickets. This tab will be populated when inside the Base Record.
Informational Icons
| ICON | MEANING |
Comments merged in the Merge process |
Worklogs merged in the Merge process |
Tasks merged in the Merge process |
Attachments merged in the Merge process |
Passwords merged in the Merge process |
User Associations merged in the Merge process |
Emails merged in the Merge process |
Email Attachments merged in the Merge process |
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The merge can be performed multiple times on the same record.
