Merge Multiple Records

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We've recently launched a ticketing application to replace our JIRA service with, and I'm having an issue of multiple records.  
I currently have it set to allow our folks to email into the application, and the record gets created off of the Subject Line -> Title and the email body -> description.  That part works great.
What I'm having an issue with is our seniors relying SOLELY on email.  As such, the create a new record each time the send an email, and I would like to merge those into the working record.
In JIRA, there was the ability to associate individual records, or merge them outright.  I am looking for similar functionality here.
As bad as it is to say, going to our C-Suite and telling them to "just use the application" is not an acceptable answer.  Old dogs, new tricks and what not.
Thoughts?

Mike
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Mike

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Posted 1 year ago

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Matthew Neil

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We built a tool that utilizes the API to merge multiple records into one.  This is done by checking several a box on several records.

This might work for you, but you might have some options to combine things if there is a unique identifier that connects them and just have it happen automatically or with a similar script (minus the check boxes)
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Mike

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I'm interested in learning more about this.  Typically, they are replying to a notification that comes out, and that notification has the Record ID in it, just changed to state Ticket #.
What type of script would I want for that?
Thanks,

Mike
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Matthew Neil

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The script is a custom one that we made to merge multiples.  It basically catalogs all the 'possible' merges and then allows you to select which values you want to take priority.
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Matthew Neil

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After thinking about this, it might just be best to create a circular relationship with the ticket table, that way you can just add a 'new ticket' to an existing ticket.  Then the child can just inherit the status of the master ticket.

It is not a simple feat, and can be funky to work with, but I think it would be the best solution for you.