Unmerging Requests in ServiceDesk Plus Cloud: Analysis

Managing helpdesk systems like ServiceDesk Plus Cloud often brings complex scenarios that require in-depth analysis and tailored solutions. Recently, Set3 Solutions, the award-winning UK technology partner of ManageEngine, assisted a client in resolving an issue with unmerging requests in ServiceDesk Plus Cloud. This scenario illustrates the importance of expertise and effective communication when addressing system limitations.

The Challenge: Merged Tickets and How To Unmerge

The client reached out with concerns about two merged tickets in their ServiceDesk Plus Cloud system. The parent ticket ID was incorrectly assigned, and they needed the main ticket to reflect a different ID. Despite repeated efforts to resolve the issue internally, they were unable to achieve the desired outcome.

Their key question was whether it was possible to “unmerge” the tickets or reassign the parent ticket ID. ServiceDesk Plus cloud, however, does not support unmerging, leading the client to seek guidance from Set3 Solutions.

Our Approach: Exploring System Capabilities and Communicating Workarounds

Clarifying Merge Limitations

Our support engineer quickly identified that unmerging merged tickets is not a feature within ServiceDesk Plus Cloud. Instead, the system offers a “split” function. This functionality allows a new ticket to be created from the requester’s email thread, generating a fresh ticket ID. However, attachments and ticket-specific data do not carry over automatically and require manual input in the new ticket.

Guidance Through Clear Communication

To assist the client in navigating this feature effectively, we provided:

• A Step-by-Step Explanation: Detailing how the split function works, including its constraints and the steps to manually transfer key data to the new ticket, and ultimately how it helps in unmerging requests.
• Visual Support: Screenshots highlighting the location and use of the “split request” button, ensuring clarity for the client’s team.

Ongoing Support and Reassurance

When the client raised further queries on unmerging requests, we responded promptly with detailed explanations and reassurance. The assigned support contact ensured all aspects of the process were thoroughly understood, addressing any remaining uncertainties.

Find out more about the latest ServiceDesk Plus cloud features here.

A Practical Resolution to Unmerging Requests in ServiceDesk Plus Cloud

Although the system’s limitations meant the tickets could not be unmerged directly, the client successfully used the split feature to achieve a suitable workaround. They created a new ticket automatically via the split feature, and updated it manually with the required details, aligning with their organisational needs.

The professionalism and clarity demonstrated by the Set3 Solutions team left the client satisfied and confident in managing similar issues independently in the future. Find out about our support policy here.

Key Insights from the Support Process

1. Clear and Detailed Communication
   Explaining system functionality (such as unmerging requests via the split feature), with precision, helps set realistic expectations and ensures users can implement workarounds effectively.
2. The Value of Visual Aids
   Screenshots and other visual guides provide essential support, particularly for users unfamiliar with advanced features.
3. Responsiveness and Follow-Through
   Addressing all queries and maintaining open communication throughout the resolution process reassures clients and fosters trust.
4. Building User Confidence Through Knowledge
   By providing users with a clear understanding of available tools, they are better equipped to tackle similar challenges in the future, reducing dependency on support teams.

Conclusion

This analysis demonstrates how expertise, clear guidance, and thoughtful communication can turn limitations into manageable outcomes. Whilst ManageEngine does provide contracted support, at Set3 Solutions, we are committed to providing tailored assistance to help clients maximise the potential of tools like ServiceDesk Plus Cloud. Find out more about our services here. Are you struggling with unmerging requests in ServiceDesk Plus cloud, or a similar challenge? Our team is ready to assist. Contact your local UK partner today.