To consolidate related generic cases

The procedure to consolidate related generic cases is as follows:

1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
3. Click on Linked Cases. The Linked Cases tab is activated.
4. Click on Link Existing Case. The Link Case - Search Criteria window is displayed.
5. Enter sufficient details into the case fields provided and click on Search 2. The Link Case - Search Results window is displayed, returning all possible matches.
6. Highlight the row containing the exact record match or use Refine Search to enter alternative criteria; click on Case Summary to verify the details of the intended selection.
7. Click on Save. The selected case is displayed in the Linked Cases summary table 3.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 In addition to related generic cases, the Case classification search field enables ASB, CRM, Feedback, Home Buy, Homelessness or Housing Options cases to be returned in the results set, and therefore linked to the generic case in current focus.

3 Any number of system cases may be linked to an individual generic case file, as required.

See related topics...

Generic case consolidation management overview

To detach linked records in a generic case

Using the search facility