Linking, merging, splitting and forwarding

Keeping related work together, removing duplicates and involving people outside the desk.

For Agents and Admins · Updated

Linked cases

Under Related, link a case to another one (for example an incident to the problem behind it, or to the change that fixes it). Links show on both cases.

Merging duplicates

When two people report the same thing, merge one case into the other. The merged case is closed as a duplicate, its conversation is copied into the surviving case as an internal note, and its requester is told and kept informed of the surviving case. Closed cases cannot be merged.

Splitting

If one message raises a separate issue, split it into a new case of its own, with its own priority and type.

People kept informed

Add colleagues or outside contacts to People kept informed so they receive the case's updates without being the requester.

Forwarding

Forward a case to someone outside the desk (a vendor, for example) with a note. They receive the case summary and the public conversation by email; internal notes are never included.

  • Major incidents Declaring a major incident, what it notifies and how linked cases keep their requesters informed.
  • Problems and suggested problems How repeated incidents are spotted, turning them into a problem, known errors and workarounds.

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