To detach linked records in a support provision case

The procedure to detach linked records in a support provision case is as follows:

1. Using the Advanced search spy-glass (), select Support 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 Support Case Details window is displayed.
3. Click on Linked Cases. The Linked Cases tab is activated, revealing a list of all associated system cases in the Linked Cases summary table 2.
4. Highlight the row matching the linked system case to be detached from the support provision case file.
5. Click on Remove Linked Case. The end user is asked to affirm deletion of the link to the system case.
6. Click on Save. The detached record is removed from 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, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 A support provision case may be linked to ASB, CRM, Feedback, Generic, Home Buy, Homelessness and Housing Options case files, as well as other cases of the same classification.

3 Any system case detached in error may simply be re-linked.

See related topics...

Support provision case consolidation management overview

To consolidate related support provision cases

Using the search facility