🔗 How to Link Cases
Navigate to the “Associated Cases” Section
This section is located within the case view screen.
You'll find a searchable interface allowing you to associate other cases.
Search for an Existing Case
Use the dropdown to filter issues by type if needed.
Start typing in the search box to find cases by issue, ID, or keyword.
Select a Relationship (Parent or Child) in the drop down list
Click Link to associate the selected case.
View Linked Cases
Linked cases will appear in a list below the search bar.
Each linked case displays its:
Case ID (clickable for quick navigation)
Issue summary
Relationship (e.g., Parent/Child)
Status indicators (e.g. "New" status)
Select or Close Linked Cases
Use the checkbox to select multiple cases.
Click Close Selected to bulk-close associated cases if the issue has been resolved.
You can also unlink individual cases using the unlink icon (🖇️ with an “X”).
✅ Best Practices
Use Parent/Child Relationships: For mass issues, link individual customer cases to a Parent case to track the master issue and avoid duplicate updates.
Keep Summaries Clear: When linking, ensure the issue summaries are accurate to make navigation easier for teams.
Communicate via Parent Case: Use the parent case to send broad updates and resolution notices.
📌 Use Case Example: Mass Service Disruption
If a core network fault affects multiple customers:
Create a single Parent Case describing the outage.
Link all individual customer cases to this parent using the steps above.
This streamlines communication, resolution tracking, and case closure once the issue is resolved.