🔗 How to Link Cases
Firstly, for a user to be able to use & see the case linking feature, you will need to be using the new Case Management Screen & you will need to have the role enabled for "Allow Manage Case Link" available via User Roles
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 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 "blocked" or "relates to"
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 Case Relationships Accurately: For mass issues, link individual customer cases 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 Main Case: Send broad updates and resolution notices utilising your case status templates
📌 Use Case Example: Mass Service Disruption
If a core network fault affects multiple customers:
Create a single case describing the outage.
Link all individual customer cases to this case using the steps above.
This streamlines communication, resolution tracking, and case closure once the issue is resolved.