Merge Similar Requests

Merge Similar Requests

In an organization, multiple requests being created for the same issue.  So we will have to merge all the similar requests.

Assume there is a printer issue in an organization, and a request has already been registered for the same.  If another employee notices the same issue and reports it again, we will have to merge these two tickets.

For retrieving a similar request, we can use either search_criteria or search_condition. The only difference is that we can search for exact keywork with search_condition.
Using search_criteria, we can retrieve all requests that contain the search text. 

Steps to configure:
1.  Download the attached scripts.  Copy the contents into Request custom functions.

2.  Goto Admin >> Change Custom Function >> Global Function >> New >> Paste the global function contents and save it with a name.

>>Update the URL and integration/technician key in the script. 
You can get the integration key under Admin >> Integration Key >> New
Please use an integration key with admin privilege, as there wont be any role related permission issues. 

3.  Goto Admin >> Request Custom Function >> Custom Function >> New >> Paste the mergingSimilarRequest.txt content and save it with a name and Update the global function count according to your instance.

4.  Configure a custom trigger to get invoked for every request being created.

Note: Both search_criteria sample and search_condition samples are attached.

                    New to ADSelfService Plus?

                      • Related Articles

                      • Notification script using Custom function in custom trigger

                        This is applicable from 10600 builds. From 10600 , Business rules dont have Email notification feature. The same use case be achieved through Custom triggers feature as mentioned below. Script to enable notification of request creation using custom ...
                      • Script: Auto merge tickets of similar subject and auto closes the ticket--> Used V1 API dont use

                        Use case:   Too many alerts for the same reason from a machine keeps generating multiple tickets in SDP MSP.  You can use the below script to auto-merge the requests and auto close the ticket. What does this script do ? The Merged tickets description ...
                      • Automatically create multiple child requests when a parent request is created (Deluge)

                        PURPOSE: When a request is created, multiple child requests can be generated under the same account as the parent request. TESTED BUILDS: 14306, 14500, 14503, 14504 and 14507 STEPS: 1) Download and extract the zip file from the attachment. 2) Under ...
                      • Risk Matrix for Change using Custom Module

                        PURPOSE: Creating Risk matrix for changes that automatically calculates the risk of a change based on its priority and impact. Similar to the Priority matrix in the request module. TESTED IN BUILDS: 14504 STEPS: Step 1: Configure the Custom Module: ...
                      • Request Merge API using Postman.

                        Currently, the Merge API is not included in our documentation. However, I have tested the following API in Postman, and it is working fine on our end. API used: /api/v3/requests/<request_id>/merge_requests {"merge_requests":[{"id":"1"},{"id":"2"}]} ...