Lookup Case search box does not display on Find Duplicates Page


You are using Case Merge Premium, and the search box to look up a Case does not display on the Find Duplicates page.

User-added image


The root cause of this issue is Field-Level Security on the Parent Case field.

To ensure visibility is set for the Parent Case field:

1. Navigate to Setup > Customize > Cases > Fields.
2. Click on the field label for Parent Case.
3. Click the Set Field-Level Security button.
4. Ensure the Visible checkbox is set for the affected profiles and click Save.
5. Reload the Find Duplicates page on any case.

User-added image

Note: You will have the option to select the desired Parent Case after selecting 2 or more cases and clicking the Merge Selected button.


Additional Information


Open a Case

Powered by