Content Comparison

You are able to merge two cases together, and you can identify the “principal” case that maintains the case number/etc.

To merge two cases together, follow these steps:

1. Open both cases
   This will force the cases to show up your Recently Viewed List View in Step 4
   

2. Delete Requestor of non-principal case
   Cases can only have one Requestor, so you have to delete one to prevent an error when merging the cases.

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3. Open your Recently Viewed Case List View

   1. Click on the Cases tab

   2. In the drop-down, select the “Recently Viewed” list view

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4. Select Cases and Click the ‘Merge Cases’ Button

   1. Tip: The first case you select will show up as the “principal” case in the next step.

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5. Select Correct Field Values and Click the “Next” Button

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6. Done. Your cases are now merged. You can confirm this by looking at the activity feed on the resulting case.