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Lookup Case search box does not display on Find Duplicates Page

Symptoms

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


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Solutions

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.


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

Status

Additional Information

Support

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