You can link a case to another to create companion cases. A case may have any number of companion cases linked to it. If you have the appropriate security profile, you can also associate duplicate case record in order to merge them and leave one active case record.
Associate case records as follows:
Click the Administration tab. Click the Utilities tab. The Utilities navigation bar appears.
Select Associate Case link. The Associate Case screen appears.
In the Primary Case field, click Search Case, then locate and select the case record to which you want to associate another case. If you are merging duplicated case records, this is the case record that will remain in the system as the case record on which case activities will be performed.
In the Associated Case field, click Search Case, then locate and select the case record you want to associate or merge with the primary case record.
In the Type of Association field, indicate whether you are linking companion cases or merging duplicated case records.
When you link companion cases, both are active cases and remain open.
If you merged duplicate case records, the case you selected in the Associated Case area is frozen, or "dead," and no further updates may be made to it. It may not be linked to any other cases. However, the case may be viewed from the primary case.
In the Additional Comments field, enter any additional information or explanation about the case association.
Click Associate Records. The system displays a dialog box asking you to confirm the action.
Click Save. The case records are linked. Linked cases may be viewed from the Case Overview screen. (See View associated cases.)
The system sends a notification to each worker assigned to the cases to notify them of the association.