I have seen the question at Technet forums a number of times, is it possible to merge to incidents? In this post I have built a idea how to do it. When you run it you input two incident numbers. The first number is the incident that you want to keep, and the second number is the incident that you want to close. The script will move all comments from the action log in the first incident to the second, so your comments will be moved to the incident that will be keep open. This solution require smlets that you can download here.
I made some notes about how it works…
It includes a couple of scripts
- MergeInc.vbs, main vbscript
- GetComments.ps1, powershell script that export comments from the incident that you want to close. All comments are stored in C:\temp\export.txt
- UpdateIncident.ps1, powershell script that update the incident that you want to keep. It will be updated with all the old comments, in one large private comment in the action log
- CloseIncident.ps1, powershell script that will close the incident that you don’t want to keep anymore
You can run MergeInc.vbs as a task from the console, the same way I do with a script in this post. You could of course pick up a incident ID from the console when you run the console. In this example I have two incidents, IR67 and IR69. For some reason IR69 is a double of IR67 so we want to move the comments from IR69 to IR67 and close IR69.
Run the task and input IR69 and IR67.
Then IR69 is now closed and there is a comment in the action log
and if we look at IR67 the action log is now updated with all the old comments from IR69
It is not a optimized enterprise ready solution but it works. You can download my scripts here, Merge.