SiT! Bugs - SiT!
View Issue Details
0000960SiT!incidentspublic2009-09-22 22:022010-07-03 16:35
nicdev 
ivan 
normalfeatureN/A
assignedopen 
3.50 
4.0 
0000960: Ability to merge incidents (not just associate them)
We sometimes have cases that are linked but after some history, it is difficult o follox the case as you have to switch between 2 incidents. It would be nice to have a "merge" sort of feature to merge the 2 incidents and close 1 of them after the merge.

I know it is a long shot but could be a nice feature.
No tags attached.
child of 0000010assigned ivan [META] Basic Escalations 
Issue History
2009-09-22 22:02nicdevNew Issue
2009-09-23 07:10sancho78rusNote Added: 0002020
2009-09-23 12:05ivanNote Added: 0002022
2009-09-23 12:05ivanStatusnew => confirmed
2009-09-23 20:38paulhNote Added: 0002038
2009-09-24 08:08nicdevNote Added: 0002043
2009-09-25 10:04sancho78rusNote Added: 0002050
2010-02-22 13:57ivanRelationship addedchild of 0000010
2010-04-10 22:43ivanAssigned To => ivan
2010-04-10 22:43ivanTarget Version => 4.0
2010-07-03 16:35paulhStatusconfirmed => assigned

Notes
(0002020)
sancho78rus   
2009-09-23 07:10   
+1
(0002022)
ivan   
2009-09-23 12:05   
I've been thinking vaguely along these lines for a while now, as something that would be nice to have. Thanks for putting this as a feature request, good to know that other people want this too.
(0002038)
paulh   
2009-09-23 20:38   
Not sure of the benefit of merging incidents, surly you just close one an continue in the other one? If we did merge them how would we merge them without making the log so impossible to read? We would also only want to be able to merge incidents from the same contact
(0002043)
nicdev   
2009-09-24 08:08   
Hi All,

I think the idea is to be able to link cases that are not only related, but are about exactly the same problem. We have cases (it happens here) that were logged by 2 different contacts to different engineers, and it turned out that they are the same case. Now we have 2 support contacts that are responding to 2 incidents. For the engineer eventually in charge it is very difficult to manage the 2 cases side by side.

We believe:

Merging should be able to be "disabled" in config
Should be a "permission" (not for everyone as you can imagine)

and when emails are from a merged case they should show up (maybe with a note in the heading) highlighted.

The idea is indeed to close the one when merging with the other.

Cheers
(0002050)
sancho78rus   
2009-09-25 10:04   
may be merged incidents must name a 'Problem' and there must be separate menu 'Problems'?
or may be it would be helpfull to associate incidents with tasks? in this case Tasks can be used insted of problems.