Merging and splitting requests
Hi Support,
On a couple of occassions our support reps have incorrectly merged two requests, usually by merging account A's request into account B's request due to a typo when searching for the correct request to merge. For example, meaning to merge request 1000 with request 988 and actually merging it with request 998. Assuming that both requests had three conversations (1 contact, 1 system and 1 support rep) the merged request 988 would end up with six.
Whilst I know it is possible to split a conversation into a new request, this option is only available for incoming conversations and not the system or support-rep responses.
Using the above example: If I try to split request 1000 out of 998 only the original contact conversation is split. This leaves the system and support rep conversations as part of request 998, a situation which causes a high degree of confusion not to mention effectively leaving the data in an inconsistent state.
Ideally, when conversation 1000 is split from 998, all three conversations (contact, system and support-rep) would come with it to rebuild request 1000 in its entirety, keeping the data for this request and request 998 consistent.
I appreciate that the structure of WorkOrder_Threaded and Notify_WorkOrder would currently prohibit this, so if they can't be modified to allow this would it be possible to provide the functionality to split out these conversations individually so we could re-merge them with their original request afterwards?
Thanks in advance,
Andy
On a couple of occassions our support reps have incorrectly merged two requests, usually by merging account A's request into account B's request due to a typo when searching for the correct request to merge. For example, meaning to merge request 1000 with request 988 and actually merging it with request 998. Assuming that both requests had three conversations (1 contact, 1 system and 1 support rep) the merged request 988 would end up with six.
Whilst I know it is possible to split a conversation into a new request, this option is only available for incoming conversations and not the system or support-rep responses.
Using the above example: If I try to split request 1000 out of 998 only the original contact conversation is split. This leaves the system and support rep conversations as part of request 998, a situation which causes a high degree of confusion not to mention effectively leaving the data in an inconsistent state.
Ideally, when conversation 1000 is split from 998, all three conversations (contact, system and support-rep) would come with it to rebuild request 1000 in its entirety, keeping the data for this request and request 998 consistent.
I appreciate that the structure of WorkOrder_Threaded and Notify_WorkOrder would currently prohibit this, so if they can't be modified to allow this would it be possible to provide the functionality to split out these conversations individually so we could re-merge them with their original request afterwards?
Thanks in advance,
Andy