Merge service records
Merge duplicate records into one primary record.
MCP tool sysaid_write → merge_service_records
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. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "sysaid_write",
"arguments": {
"operation": "merge_service_records",
"arguments": {
"primary_id": 48230,
"secondary_ids": [
48236,
48241
],
"include": [
"notes",
"attachments"
],
"status": "Open",
"reason": "Same VPN gateway timeout reported by three users"
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"primary_id": 48230,
"merged_ids": [
48236,
48241
],
"included": [
"notes",
"attachments"
],
"status": "Open",
"merged_at": "2026-10-23T09:20:00Z"
},
"isError": false
}