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The search function when merging incidents is terrible. And the AI trying to identify what it thinks you're looking for is equally terrible. I can search for a person's name, and instead of getting tickets that the person has requested I'll get a bunch of random tickets that has nothing to do with that person. I can search…
I've looked and maybe just not had good luck in finding it, but does anyone know if there's an SQL Stored Procedure or Function that comes with Web Help Desk that can be used to initiate the merging of tickets in the dbo.Job_Ticket table like what can be done using the "Ticket Merge Feature" that is visible in the GUI…
when attempting to merge multiple related incidents, you can only check one box at a time. requesting the ability to check the box to merge multiple incidents at the same time
Currently I am moving servers from my vSphere environment to Nutanix. As I do so, new assets are being discovered and duplicated in my Service Desk environment. Without the possibility of being able to merge assets, I am stuck recreating values for a bunch of custom fields I use on my asset page for reporting.
Please allow the ability Unmerge/Split/Separate Merged Tickets in the SolarWinds Service Desk (SWSD). If a ticket is merged by mistake, or merged into the wrong ticket, then having a way to reverse this is highly preferable!
It would be good to have the option to turn off merging of cases. Customer example, a user forwarded an email to the service desk e-mail with a different subject, but the e-mail being forwarded had information from another incident. They wanted the forwarded email to raise a new case (which it did), but the forwarded email…
Currently when merging two incidents it will only allow you to reference the old ticket via the Comments section of the newly merged ticket. It would be extremely beneficial to choose what you would like to bring over from the old ticket into the newly merged one. Such as description, title, due date and so on. The current…
There should a mass merge function, like there is for editing details or changing states. You can mass update the Related incidents but have to merge each incident separately
Add the ability to merge multiple incidents's in the same way you can "Update" incidents.
Case#01001077: We started with users from DomainA then we merged with another coop and brought in users with DomainB. Now we have changed our company name so we have users with DomainC. It will be useful to be able to merge users with either DomainA or DomainB to DomainC so the past associations and requests are retained.
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