This page covers how to:
Merge incidents
There may be occasions where you need to merge incidents together, for example if a user sends a duplicate email so you have the same thing on 2 separate incidents. You might also need to merge incidents if a new incident is generated that refers specifically to another existing incident. In these cases, it is best practice to merge any newer incidents into the original incident to ensure that all relevant information is kept together in one place, so it is easy to locate and reference.
Please note: When you merge an incident’s event history into another incident, the merged incident’s status will automatically be set to 'Closed'. Any further replies to this incident number will generate a new incident which will also need to be merged into the “original” incident. For this reason, it is best practice to merge incidents before sending any emails from the newer incident, that way the customer will be unlikely to reply to that incident number.
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To merge an incident, ensure that the newer incident’s status is set to 'Logged' so that the Merge tab is visible.
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Select the Merge tab and enter the original incident number into the search box.
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Select the relevant incident from the search results.
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Select 'Merge (UIS)' to merge the newer incident’s event history into the original incident.
Clone an incident
There may be occasions where it is useful to duplicate an incident, for example, if a user asks 2 separate, unrelated questions in one email. In this instance it might be useful to clone the incident to separate the 2 questions, allowing you to assign the separate questions to different Teams.
With the incident open, select the drop-down arrow to open the 'Action Menu' in the top right corner, scroll down to the 'Form Actions' submenu and then select 'Clone Incident'.
Note that this process only clones the incident itself, not any associated activity history.