Move activities from one case to another

(0) Share

Report

Posted on by Flori

Sometimes one customer send one, two or more Emails with the the same topic. The Emails are automatically converted to one, two ore more Cases. I know about the two ways how to reduce the number of cases "Merge Cases" or " Associate Child Cases". But is there a way to merge two cases and then to have all related activities in the one left Case? Now I have to open a merged Case to get the info about the linked activity.

*This post is locked for comments

I have the same question (0)

All responses (4)

Answers (1)

Dhaval mistry 810 on at

Like (0)

Report

RE: Move activities from one case to another

I have not come across any direct facilities out of box CRM. but we can develop some tool or feature based on your merge criteria.

My suggestion would be custom app/tool.

Was this reply helpful? Yes No
Verified answer

Aileen Gusni 44,524 on at

Like (0)

Report

RE: Move activities from one case to another

Hi Flori

Once you merge cases it will belong to one case including all activities but except email:

community.dynamics.com/.../142993

This is the crm oob behavior.

Thanks

Was this reply helpful? Yes No
Flori on at

Like (0)

Report

RE: Move activities from one case to another

Hi Aileen,

thx for your reply.

unfortunately the "closed activities" which means every incoming Email are not shown in the Parent Case. Or I´m wrong?

BR

René

Was this reply helpful? Yes No
Flori on at

Like (0)

Report

RE: Move activities from one case to another

Hi Dhaval,

there seems to an open discussion about this topic.

community.dynamics.com/.../142993

BR

Flori

Was this reply helpful? Yes No