Overview

UW Connect allows you to merge two records that were created for the same issue/question, if the following conditions are met:

• They are the same record type (e.g., both are REQs, both are INCs)
• The have the same Assignment Group

The outcome of merging is:

• The record with the higher number is merged into the ticket with the lower number (the older/"master" ticket)
• The record with the lower number remains active, while the other is inactive with a close code of "Merged"

Procedure

1. Open the "master" ticket (the one that the newer ticket should be merged into).
2. Right-click the menu bar and select Merge.
3. In the dialog box that appears, either:
   • specify the record number that should be merged into the master ticket (e.g., REQ000004).
   • search record number that should be merged into the master ticket. A window will open showing the records eligible for merging, and you can select the appropriate one.
4. Click OK on the confirmation messages.

After clicking OK the second time, UW Connect will take you to the oldest ticket of the two that were merged.

Behavioral Notes

• The timestamp of Activity Log entries from the merged ticket may not be preserved in the master ticket. For example, an Additional Comments entry from the merged record may appear in the master ticket with a different (older) timestamp.
• When merging records on which the Work Notes List or Customer Watch List (or both) is blank in either ticket, the error "Failed to merge watchers" will briefly appear at the top of the screen. This error can be ignored.
• After merging tickets, in the merged ticket:
  • The following message will appear at the top of the page, and then the user will be taken to the new record (unless they click to stay on the current record).

• UW Connect does not send the customer a notification when a ticket of theirs has been merged into another.
• If the Caller is different, the Caller for the newer record will be added to the Customer Watch List for the still-active record.
• The Caller will not see the now-closed record on the My Requests page, but will see the new record, either by lieu of being the Caller or having been added to the Customer Watch List.