Case Merge Overview

Before you use this feature, review Merge Cases to understand the full workflow and impact.

Case Merge in Agent allows you to merge data from one case into another case. This helps prevent or reduce duplicate cases in your database.

Before Case Merge can be used, you must complete the required administrative setup.

Actions

You can configure actions to post to both the source case and the destination case when a merge occurs.

A common configuration is:

• Post an action to close the source case after it has been merged.

• Post an action to the destination case indicating that it contains merged data.

For instructions on defining actions, refer to Defining Action Type Codes.

When you define actions for Case Merge, follow these guidelines:

• Use a Base Action Type of Log or Other. Do not use Transfer or Schedule, as the merge does not initiate a workflow.

• Configure the action to apply to the entire case. Do not reference issues. If an action references an issue, the merge process generates an error.

• Configure the Case Merge Source Action to:

  • Set the case status to Closed.

  • Set Special Case Status to a value that indicates the case was merged.

Setting a Special Case Status allows you to filter merged cases in reports and utilities.

After you define the required actions:

1. Open Configuration: Case settings. Refer to Configuration: Case.

2. Locate Case Merge Source Action and Case Merge Destination Action.

3. Assign the appropriate actions in each configuration where users can perform case merges.

If you merge from a new case that has not been saved and does not have a Case ID, neither action executes.

Case merge notifications

When you merge two cases, the system automatically sends a notification to the Care team after the merge completes successfully.

This notification is sent in real time. It does not require configuration.

This behavior is separate from the Case Merge Source Action and Case Merge Destination Action settings described in the Actions section.

Duplicate case search rules

You must define search rules that agents use to locate related or duplicate cases.

Duplicate Case Search Rules are similar in concept to Address Search Rules Overview.

For steps on defining these rules, refer toDuplicate Case Search Rules.