Auto suggest MERGE for cases with a similar Subject Line !!!
I have a common problem where duplicate cases are created, because technicians do NOT merge cases together. This could be avoided very easily if Service Desk was able to suggest a MERGE by scanning the email subject lines.
What I propose, is that Service Desk scans the past XXX cases or XX days of cases, for the same subject line and makes a suggestion dialog box for the technician to MERGE any similar cases it finds.
eg. You see a case titled "RE: fix my computer", this reply came to Service Desk 3 days after the original "fix my computer" email. However, the original email/case has already been assigned to a technician, so these 2 cases will NOT be MERGED, causing a duplicate.
I would like Service Desk to scan the subject line, and offer a SUGGESTION that "RE: fix my computer" may be valid reply to the original case, and offer to MERGE these cases.
I would suggest 2 variable options for the subject line scanning:
** XX cases ago, scan via case number
** XX days ago, scan via date created
I would suggest a dialog box within viewing the case, that displays the MERGE scan results, and lets you MERGE via tick boxes.
I think this will be very very useful for us all :)
What I propose, is that Service Desk scans the past XXX cases or XX days of cases, for the same subject line and makes a suggestion dialog box for the technician to MERGE any similar cases it finds.
eg. You see a case titled "RE: fix my computer", this reply came to Service Desk 3 days after the original "fix my computer" email. However, the original email/case has already been assigned to a technician, so these 2 cases will NOT be MERGED, causing a duplicate.
I would like Service Desk to scan the subject line, and offer a SUGGESTION that "RE: fix my computer" may be valid reply to the original case, and offer to MERGE these cases.
I would suggest 2 variable options for the subject line scanning:
** XX cases ago, scan via case number
** XX days ago, scan via date created
I would suggest a dialog box within viewing the case, that displays the MERGE scan results, and lets you MERGE via tick boxes.
I think this will be very very useful for us all :)