Enable the Merge Conflicted Updates function for customized user operations

The Merge Conflicted Updates feature is out-of-box for Service Manager 9.60 default user operations. However, to apply the Merge Conflicted Updates function to a record with customized operations, you need to tailor your customized operations first.

The following example describes how to enable the Merge Conflicted Updates function for customized Save operation on Service Desk. In this example, you need to:

1. Enable manual merge operation for Service Desk.
2. Enable auto merge operation for a specific operation on Service Desk

Task 1: Add a display option for the Merge Conflicted Updates function

1. Click Tailoring > Tailoring Tools > Display Options.

2. As listed in the table below, fill in the required fields to add the display option:

   Field	Value
   Screen ID	The display screen you are using to display Service Desk records. For example, cc.edit.incident.
   Unique ID	cc.edit.incident_merge
   Action	merge
   GUI option	Unused number under the display screen. For example, 5.
   Text option	Unused number under the display screen. For example, 5.
   Bank	1
   Balloon Help	Merge
   Default Label	Merge
   Text Alternative	Merge
   Condition	updatestatus($L.file)=$G.RC.MODIFIED and gui() and $L.mode~#"add"

3. Click Add.

Task 2: Add process call in the State record of a Service Desk Object.

1. Click Tailoring > Document Engine > States.
2. Search for the state that you use to view a Service Desk record. For example, sm.view.

3. As listed in the table below, add the values to the last line of the Non-base methods table:

   Column	Value
   Display Action	merge
   Process Name	record.update.conflicts
   Condition	true

4. Click Save.

By completing the first two tasks, you have enabled the manual merge function for Service Desk. If the record being updated has been modified since being read, the Merge button appears on the option toolbar.

Task 3: Enable auto merge operation for the Save operation on Service Desk.

1. Click Tailoring > Document Engine > Processes.

2. Search for the Process that you use to save a Service Desk record. For example, sm.save.

3. As listed in the table below, add the values to the Next Process tab:

   Column	Value
   Next Process	record.update.conflicts.auto
   Condition	updatestatus($L.file)=$G.RC.MODIFIED and not ($G.bg)

4. Click Save.

By completing the third task, you enable the auto merge function for a specific operation. If there are conflicted updates of the same field, the auto merge process does not merge this record. Instead, you must perform a manual merge operation.