New | Case Merge;Case Flags
When merging a case, adding the related objects, email messages, case comments, etc. often results in the inadvertent clearing of the flag on the selected master case. In Case Flags, we should create an event rule that allows the admin to determine whether to retain the current flag state on the master case, inherit the flag state of a child case, or to set/clear the flag during the merge operation.
For example, when merging two cases together, the existing "In Progress" case is not flagged and the "New" duplicate case is flagged. The existing "In Progress" case should be set as the master case, but since the duplicate was created from a customer action, the resulting merged case should be flagged for follow-up, inheriting the Case Flags timing from the 2nd case.
What complicates this scenario is handling any existing Case Flags History Tracking records. If both of the cases above have been worked, it is possible that the history tracking records will overlap each other and create issues for any reporting.
In a second example, merging two cases together where the existing "In Progress" case is not flagged, but the "New" duplicate case was created from an out-of-office message or vacation auto-responder. Again, the existing "In Progress" case should be set as the master but not inherit the Case Flags timing from the child case. (Hopefully, they will use the Clean Merge option when merging.)
We should add the appropriate settings and affordances in both Case Flags and Case Merge Premium to accommodate user actions and admin setup preferences.