As you spotted duplicates of requests, you can choose which request is primary and which one should be marked as duplicate.
You can mark a request as a duplicate following 3 alternate ways:
- Using the Actions > Find Duplicate menu item of the Request view
- From the Request Duplicates section, which is on the right side, below the request workflow state
- From the Relations tab - add new relations with Duplicate type. Add an outbound relation from a primary request to a duplicate one.
As a result of any way the Duplicate relation between origin and duplicate requests is created. Duplicate requests and links to them are displayed both in Request Duplicates section of Request details view and in Relations tab.
Duplicate relation is outbound for origin request A and inbound for duplicate request B submitted later.
Mark requests as duplicates and merge them in Targetprocess. It is not possible to perform these tasks in Service Desk directly.
In Request Duplicates section there is Merge button. When you click it a few things happen.
First, attachments from any duplicates that are not in the final state are added to the primary entity. Second, any descriptions and comments are copied as a comment tree to the primary entity. Then all unique requesters are copied to a primary request. Then, all the duplicates are moved to their final state (closed) and tagged 'merged'. And finally a comment with a link to a primary entity is automatically added to each of them.
Be careful when you merge private Requests as duplicates to public ones. Comments, descriptions, and titles of merged requests that contain private communication may become visible to other customers within public Service Desk portal.