To detach linked records in a generic case

The procedure to detach linked records in a generic case is as follows:

1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
3. Click on Linked Cases. The Linked Cases tab is activated, revealing a list of all associated system cases in the Linked Cases summary table 2.
4. Highlight the row matching the linked system case to be detached from the generic case file.
5. Click on Remove Linked Case. The end user is asked to affirm deletion of the link to the system case.
6. Click on Save. The detached record is removed from the Linked Cases summary table 3.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 A generic case may be linked to ASB, CRM, Feedback, Home Buy, Homelessness and Housing Options case files, as well as other cases of the same classification.

3 Any system case detached in error may simply be re-linked.

See related topics...

Generic case consolidation management overview

To consolidate related generic cases

Using the search facility