Requirement : A case is created from Email to Case when a customer orders the Item. Now the user in salesforce works on it get the data and saves in an excel sheet and generates a Number say Serial Number from Excel and dispatches the Related items along with the Serial Number. One case can have upto 10 Serial Number.Later the customer sends the feedback of the ordered item to Email with the serial Number. These all causes a bit manual work and need to Reduce this
WorkAround : Created a Lookup Object Serial Number to case where name generates an autoNumber and can have upto 10 Numbers for 1 case. A field is created with Picklist and when the Customer sends the feedback this picklist value should be "Returned". When all the Status field related to Case is Returned then the case will be closed
Challenge : How can I have connection between the two cases.
Case1 when the customer order the item(it may consists 10items at 1 go)
Case2 when the customer sends the feedback with the Serial Number(In this case again a new case is being created in salesforce). I guess someone would have came across this situation and love to hear the solution