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# Merge service records

> Merge duplicate records into one primary record. Input schema, a tools/call example and an example result.

Source: https://cotlet.dev/docs/mcp/sysaid/merge_service_records

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Merge duplicate records into one primary record.

SysAid MCP tools: https://cotlet.dev/docs/mcp/sysaid.md

MCP tool: `sysaid_write → merge_service_records`

Access: write. Confirm: waits for the user's OK before it runs.

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 | Required | Description |
|---|---|---|---|
| `primary_id` | integer | yes | ID of the record that stays in the queue. |
| `secondary_ids` | integer[] | yes | IDs of the records merged into it. At most 49, so the whole merge is up to 50 records. |
| `include` | string[] | no | What to copy into the primary record: attachments, messages, notes, activities. Nothing when left out. |
| `status` | string | no | Status of the primary record after the merge, from list_field_values. |
| `reason` | string | yes | Why the records are merged. Logged in the Journey. |

## tools/call

```json
{
  "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

```json
{
  "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
}
```

Previous: [Resolve a service record](https://cotlet.dev/docs/mcp/sysaid/resolve_service_record.md)

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