Merged requests don't function as expected
We have a fairly common scenario where emails coming unti SC+ are linked to existing requests but don't have the necessary reference syntax in order for them to be automatically merged with the request. This usually happens when a client was CC'ed on an email and responds to all on the original email recipients.
In these circumstances a new request ID is raised and an email is sent out to our support staff to inform them that it's not been allocated to anyone. This email (sent from SC+) contains a link to the original request, complete with embedded request ID which, when clicked, opens the request in a browser.
The problems that we're experiencing are:
1) If a support rep merges the second request with the original first request, when another support rep follows the link from the SC+ email the system will only show the second request as if it were a request in its own right. This causes confusion and a potential for wasted effort because changes to this request have no bearing on the actual request this reply has now been merged with.
2) The second request, which the sender has a new request ID for, can no longer be found through the interface or search facilities. This causes confusion for the sender when they are looking in the system and for the support rep who looks for it when the client calls for a progress update.
Going forward, I would like to see merged request IDs returned in search results (i.e. If request 2 has been merged with request 1, when the user searches for ID 2, ID 1 is shown in the results). I would also like to see the system return the parent/merged request when a link is followed to the merged request (i.e. If request 2 has been merged with request 1, when a URL for request 2 is clicked, the system would take the user directly to the parent/merged request (ID 1 in this instance).
In these circumstances a new request ID is raised and an email is sent out to our support staff to inform them that it's not been allocated to anyone. This email (sent from SC+) contains a link to the original request, complete with embedded request ID which, when clicked, opens the request in a browser.
The problems that we're experiencing are:
1) If a support rep merges the second request with the original first request, when another support rep follows the link from the SC+ email the system will only show the second request as if it were a request in its own right. This causes confusion and a potential for wasted effort because changes to this request have no bearing on the actual request this reply has now been merged with.
2) The second request, which the sender has a new request ID for, can no longer be found through the interface or search facilities. This causes confusion for the sender when they are looking in the system and for the support rep who looks for it when the client calls for a progress update.
Going forward, I would like to see merged request IDs returned in search results (i.e. If request 2 has been merged with request 1, when the user searches for ID 2, ID 1 is shown in the results). I would also like to see the system return the parent/merged request when a link is followed to the merged request (i.e. If request 2 has been merged with request 1, when a URL for request 2 is clicked, the system would take the user directly to the parent/merged request (ID 1 in this instance).
Hope that all makes sense. If there's any way this could be added in the upcoming usability release (assuming others are experiencing similar problems) I'd appreciate it,
Andy