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Merge Records

The Merge feature in Deepser lets you consolidate multiple records and their associated entities into a single Base Record. This is useful when duplicate Service Operations are created for the same issue. This article covers configuration, usage, and the information tracked after a merge.

The Merge functionality is available for the following entity types:

  • Service Operation
  • CMDB CI (Configuration Item)
  • CRM Contact
  • CRM Opportunity

Enable the Merge Feature​

To enable Merge on a grid (using Service Operations as an example):

  1. Navigate to the grid and click the edit icon to open the grid configuration.

  2. Check the Enabled Merge option and save the configuration.

Set a Default Status for Merged Records (Optional)​

You can define a default status that is automatically applied to records merged into the Base Record. Navigate to System > Configuration > Utilities > Merge Records and configure the status for each entity type.

Perform a Merge​

Once Merge is enabled on the grid, follow these steps:

  1. Select records -- Check the checkboxes for the records you want to merge.

  2. Start the merge -- Click the Merge button. The process has four phases:

Phase 1: Select the Base Record​

Choose which record will serve as the main (Base) record. The other selected records will be merged into it.

Click Next to proceed.

Phase 2: Add Comments (Optional)​

You can add comments to the Base Record and to the merged records. For example, you might note on the Base Record that other Service Operations were merged into it. You control whether these comments are visible in the User Portal.

Phase 3: Select Entities to Merge​

Choose which entities from the secondary records should be copied into the Base Record:

  • Comments
  • Worklog (work activities)
  • Tasks
  • Attachments
  • Passwords
  • User Associations (users in "Watchers" or "CC Users" fields; the Assignee and Requester are not modified)
  • Email Messages
  • Email Message Attachments

warning

To prevent unwanted notifications and privacy issues, all merged entities (Comments, Worklog, Tasks, Attachments) are set to not visible in the User Portal by default. Email events related to merged entities are not triggered -- only the Merge Comment email event (from Phase 2) fires.

For Attachments, if a specific type is set, it is retained in the copied attachments of the Base Record, but portal visibility is not maintained.

Phase 4: Assign Final Status​

Assign a new status to the merged (secondary) Service Operations.

note

The Base Record retains its original status.

Click Merge to complete the process.

View Merge Information​

After a merge, the Merge Info field within each involved record shows details of the process across two tabs:

  • Base -- Displayed when viewing a secondary record that was merged into a Base Record. Shows information about the Base Record.

  • Merged -- Displayed when viewing the Base Record. Shows information about the records that were merged into it.

Informational Icons​

The Merge Info section uses icons to indicate which entity types were included in the merge:

Entity TypeMeaning
CommentsComments were merged in the Merge process.
WorklogsWorklogs were merged in the Merge process.
TasksTasks were merged in the Merge process.
AttachmentsAttachments were merged in the Merge process.
PasswordsPasswords were merged in the Merge process.
User AssociationsUser Associations were merged in the Merge process.
EmailsEmail messages were merged in the Merge process.
Email AttachmentsEmail attachments were merged in the Merge process.

The merge can be performed multiple times on the same record.