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Building Automation around Case Merge Premium

Summary

You are using Case Merge Premium and would like to implement automation as the result of a merge, such as performing a field update on the Parent (Master) Case.

Details

The following fields are populated on Child Cases as the result of a merge, and can be used in the evaluation criteria for your automation.
  • Status: The Merged Case Status you've defined on the Case Merge Premium setup wizard (usually, "Closed as Duplicate").
  • Parent Case: Case Number of the Master Case chosen for the merge.
  • Merged By: User who performed the merge.
  • Merged Date/Time: Date/Time the merge occurred.

In order perform updates to the Parent Case, you will need to use Process Builder. For an example, see the following knowledge article.

Support

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