Merge service records
Merge duplicate records into one primary record.
POST https://cotlet.dev/api/v1/sysaid/primaries/{primary_id}/service-records/merge
write Confirm
Returns the primary record and the merged IDs. The merged records are closed and archived with the status "Merged-Archived", and the merge is written in the Journey of all of them. Your SysAid account needs the Merge service records permission. A merge cannot be undone. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| primary_id integer required | integer | ID of the record that stays in the queue. |
| secondary_ids integer[] required | integer[] | IDs of the records merged into it. At most 49, so the whole merge is up to 50 records. |
| include string[] | string[] | What to copy into the primary record: attachments, messages, notes, activities. Nothing when left out. |
| status string | string | Status of the primary record after the merge, from list_field_values. |
| reason string required | string | Why the records are merged. Logged in the Journey. |
Request
curl -X POST https://cotlet.dev/api/v1/sysaid/primaries/48230/service-records/merge \
-H "Authorization: Bearer $COTLET_API_KEY" \
-H "Content-Type: application/json" \
-d '{"secondary_ids":[48236,48241],"include":["notes","attachments"],"status":"Open","reason":"Same VPN gateway timeout reported by three users"}'result = client.call("sysaid", "merge_service_records", {"primary_id":48230,"secondary_ids":[48236,48241],"include":["notes","attachments"],"status":"Open","reason":"Same VPN gateway timeout reported by three users"})const result = await cotlet.call('sysaid', 'merge_service_records', {"primary_id":48230,"secondary_ids":[48236,48241],"include":["notes","attachments"],"status":"Open","reason":"Same VPN gateway timeout reported by three users"});cotlet call sysaid merge_service_records --data '{"primary_id":48230,"secondary_ids":[48236,48241],"include":["notes","attachments"],"status":"Open","reason":"Same VPN gateway timeout reported by three users"}'Example response
{
"primary_id": 48230,
"merged_ids": [
48236,
48241
],
"included": [
"notes",
"attachments"
],
"status": "Open",
"merged_at": "2026-10-23T09:20:00Z"
}