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.

   Open

   

    

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

      Open

      

       

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.

       

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

    

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