Merge Case with activities, emails, and attachments

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Posted on by Community Member

Hello,

Refer to this article

http://www.microsoft.com/en-us/dynamics/crm-customer-center/merge-similar-cases.aspx

In the third paragraph, is said that "This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into. "

Then, I tested with my system(Dynamics CRM 2013 SP1 6.1.1.132)

The two cases are shown as below:

2.parent.jpg

I selected the case "Merge Parent Test" that the other case will be merged into

Case merge successfully.

4213.5merged.jpg

I find only the original received email in the "Merge Parent Test" case

6_2E00_.son.jpg

And the email stay in the Merged Case, but not associated with the case it was merged into.

Is there any special settings to associate the emails and attachments to its merged into case?

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Aileen Gusni 44,524 on at

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RE: Merge Case with activities, emails, and attachments

Hi Doll,

I tried and it can associate all of the activities (Open and Completed) Moved from child to parent.

You are using system admin and the owner of the case and activities are same?

Just worry that missing Append or Append To privilege.

Thanks.

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Community Member on at

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RE: Merge Case with activities, emails, and attachments

Hello Aileen,

Thanks for the reply.

Do you use the "Merge Cases" function or the "Associate Child Cases" function?

I was doing it with "Merge Cases" function.

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Aileen Gusni 44,524 on at

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RE: Merge Case with activities, emails, and attachments

Hi Doll,

Yes, I use Merge Case.

So, case A is active now and case B and case C are inactive, merged to case A

All Activities that previously belonged to Case B and Case C are moved to Case A, except email, I realize.

Case B now does not have Activity

And Case C still have email activity:

Can you try another type of activity? except email to test its functionality?

Thanks.

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Community Member on at

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RE: Merge Case with activities, emails, and attachments

Hi Aileen,

I appreciate for your detailed explanation.

I checked with the security roles settings, but I am not sure which entity set wrong. When I do the merge case, all other activities are well merged to the new case, only email stay in the old case.

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Aileen Gusni 44,524 on at

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RE: Merge Case with activities, emails, and attachments

Hi Doll..

Yes, except email..

You are correct.

I am using System Admin and it doesn't manage to merge all activities.

I guess this is the standard feature, the email didn't be merged to New Case..

I will try to figure out how to make it done, where it is possible or not.

Thanks.

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Outlook Tracking 25 on at

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RE: Merge Case with activities, emails, and attachments

Hi Aileen,

I have tried the same scenario from CRM 2015 and i have found that the phone call activities as well as the Task does merge however the emails does not merge with the parent case

Please reply on the thread or let us know if this a out of box feature for CRM and does has any article for the same

Thank you

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Tommy Lauritzen 350 on at

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RE: Merge Case with activities, emails, and attachments

All standard activities except email are merged, ie they move over to the defined master case.

No Custom Activities are merged.

There seems to be a setting in the cascading rule defined in the “Regarding”-relationship between activities and Case entity. I would expect this setting to decide what happens in the different scenarios. “Merge : Cascade all” is set on all the different relationships between activity and case, email, phone call, and custom activity alike. You cannot change this setting. Why do they still behave differently?

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ekmpdx 235 on at

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RE: Merge Case with activities, emails, and attachments

I'm having the same issue. Everything merges but email. Has anyone found a solution to this yet? Or are we just stuck with completed email not making the move to the parent case?

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Community Member on at

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RE: Merge Case with activities, emails, and attachments

Based on Microsoft Help it is just possible for open Activities to move to parent case so seems just Failing and Draft emails can move to parent case:

"When a case is merged, the state of the case is changed to canceled and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into. By default you can merge up to 10 cases at a time."

www.microsoft.com/.../merge-similar-cases.aspx

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yoel 10 on at

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RE: Merge Case with activities, emails, and attachments

you can write a plug-in to catch the 'Merge' Message in the pre-operation and have it associate the emails from the Subordinate case to the other one (each merge triggers the plug-in once) and that way make the CRM merge your emails as well

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