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Merging a case into another

Sometimes it may be necessary to merge one case into another.  This might be because it was a duplicate, or you wanted to roll up several cases into one.  Supportbench supports merging both in bulk and individually as well as the ability to un-merge or rollback into the original case.

Merge from the case view

  1. When viewing a case, click on the “Actions” tab.
     
  2. Under the heading “Merge / Split”, click on the link “Merge case to another”.
     
  3. A pop up menu appears.  A list of all of the cases you own are displayed, click on one to merge the case into.
     
  4. If the case you want to merge into is not displayed, you can manually type in the case number in the text box.

Merge from the case list

  1. Within the case list, select the cases that you want to merge.
     
  2. An action bar will display showing you a list of options you are allowed to make.  Select the “Merge” option.


     
  3. A pop up menu appears.  A list of all of the cases you own are displayed, click on one to merge the case into.
     
  4. If the case you want to merge into is not displayed, you can manually type in the case number in the text box.

Rollback a merged case

  1. When viewing a case, click on the “Actions” tab.
     
  2. Under the heading “Merged Cases”, find the case you want to merge back into.
     
  3. Select the rollback icon , and click ok.

 

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