Share:
End Users » Registered User Access » Case Details & Actions » Related Cases Panel

PREVIOUS  |  NEXT

Related Cases Panel


Workflow displays a list of related cases, enabling you to create related cases and relate the case to an existing case. Relating cases can help you manage a group of cases with similar characteristics, and can help identify duplicate cases or see common trends.

You can click the case key on a related case you wish to view and Workflow will open the Case Details workspace for that case.

To relate the case to an existing case:

  1. Select the Relate to Existing Cases link.

  2. Complete the form fields:

    • Relation Type: These types are configured by the administrator, and may vary. Select from the available types.

    • Search Criteria: Use the search criteria to return potential cases:

      • Text Search

      • Status

      • Workflow

      • Project

      • Assignee

      • Creator

      • Include closed cases

  3. Select Relate to Current Case link for the case you wish to create the relationship.


To create a related case:

  1. Select the Create Related Case link.

  2. Complete the form fields:

    • Relation Type: These types are configured by the administrator, and may vary. Select from the available types.

    • Name: Enter a name for the new case.

    • Workflow: Enter the related workflow.

    • Project: Enter the related project.

    • Priority: Enter the priority level of the case.

  3. Click Create.


To remove a related case:

  1. Click the Delete icon next to the related case.

  2. Workflow will display a confirmation message. Select Yes or No to confirm.

Using the Delete icon only deletes the relationship and does not delete the case.