I need the option to Merge cases, Has anyone done something similar for Merge cases?
I prefer to avoid Apex - but I don't think I have an option here really.
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Most organizations store similar cases as related cases, and then only work the parent cases (where ParentID is not populated). You can create a trigger to match on common criteria, and set the ParentID for any matching cases. Apex has a merge DML statement which will allow you to merge up to three records of the same sObect type. It will re-parent any related records. However it is limited to only processing leads, contacts, and accounts. An AppExchange solution called, "Case Merge Premium", looks like a viable solution otherwise, you'll need to write your own case merge feature. |
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