Share
Reportcan we customize the case merge function, by default, the status shows canceled for the merged cases, can we keep it open?
*This post is locked for comments
You’re offline. This is a read only version of the page.
2,397
can we customize the case merge function, by default, the status shows canceled for the merged cases, can we keep it open?
*This post is locked for comments
Hello,
Yes, the merge button would have to cover the actual moving of Activities and other data in addition to the status change.
I would recommend a simple workflow to "reactivate" the case if it has been merged, as I described above. It will not have any activities on it, though, as they are moved to the parent case as part of the merge.
Regards,
Rasmus
Hello,
Unfortunately there is no way to change which status and status reason the default Merge function sets on merged cases.
Status = Canceled and Status Reason = Merged
What you can do, however, is set up a workflow that triggers on status change of Case, and sets the Status Reason to whatever you would like if the status reason was changed to "Merged". As far as I know, cases only use the "Merged" status reason when they have actually been merged, so that should be safe.
In short:
(Trigger on status change of Case)
IF Status Reason = "Merged"
Change Status of Case to "Open".
Update Case (If necessary)
The only other way I've solved this before is to set up a custom Merge button with a custom workflow that handles the merging and sets the desired status on the case, but this is a bit of an overkill if you are just looking to keep the merged case open.
I hope this helps!
Regards,
Rasmus
Stay up to date on forum activity by subscribing. You can also customize your in-app and email Notification settings across all subscriptions.
#1
André Arnaud de Cal...
291,280
Super User 2024 Season 2
#2
Martin Dráb
230,214
Most Valuable Professional
#3
nmaenpaa
101,156
All responses (
Answers (