Merge requests

If necessary, you can combine one or more requests into one request. You can do this, for example, if you receive two support requests for the same problem from the same user.

In order to merge a request, open the request you want to merge and click the appropriate button: 



 This will open a window where you can enter the number or name of the request you want to merge with the current request:




Select the desired applications, click on the icon  to select which application will be the main application, and click on the "Merge" button.


The main application will open with the contents (responses/comments) of the merged applications, and the information about the merger will be displayed in the audit: 



There is also a possibility to merge requests from the common list. To do this, select the requests you want to merge and press the button:



Additional features of the functionality:

  • after merging conditional requests A (main) and B (mergeable), request B goes to the basket and is blocked. Accordingly, to return the request, you need to restore it from the cart and unblock it. If the user does not have access to the cart, when trying to open request B, he is redirected to the main request A;
  • when combining several requests, their contents (replies/comments) are duplicated to the main request;
  • the merging of requests cannot be cancelled. However, you can restore and unblock merged requests from the cart and, if necessary, remove the content of merged requests from the main request, thus restoring its original content.