Merge 2 cases into 1 case RRS feed

  • Question

  • Hi All,

      We are using [Case Management], and if we found 2 similar cases, we want to merge them.  Ideally, the process will be as followed:

    1) Let's say we have 2 similar Cases, with the Case No: A-001 & A-002.  We want emails in "A-002" Case, to be transferred to under "A-001" Case.  After the transferred, "A-002" Case will be marked as "Duplicate" status.

            2) It can be done manually, by changing [Email].[Regarding] field value to "A-001", and manually mark the "A-002" case as "Duplicate".

      Question: Can we have a "Dialog" session, to accomplish this task?



    Desmond Chan

    Wednesday, November 6, 2013 7:40 AM

All replies

  • Hi,

    As I understand, the goal is to merge 2 similar Case records using Dialog. If you are refering to CRM 2011 and out of box Dialogs then the basics say that Dialogs cannot be triggered on more than one record in the same instance. Hence you will have to design your own HTML dialog and manage the logic of merging 2 Case records into a single record.

    Hope this helps.

    Ajay Chawla

    • Proposed as answer by Ajay Chawla Wednesday, November 6, 2013 10:47 AM
    • Unproposed as answer by Ajay Chawla Wednesday, November 6, 2013 10:47 AM
    Wednesday, November 6, 2013 10:29 AM
  • Hi Ajay,

      Thanks!  Yes, the goal is to merge 2 similar Case records.  Not necessary using Dialog, but seems it is the most close solution.

      Is there any can be done in Workflow instead?

      Do you have any similar reference that can refer?  My difficulty is that I only able expose to the CRM 2011 interface, not the programming.



    Desmond Chan


    Thursday, November 7, 2013 3:17 AM
  • Hi Desmond,

    Here is a blog that might meet your needs. The implementation is codeless, using OOB dialogs.


    Eric UNG [Senior Analyst Programmer :: Sydney, Australia]

    Thursday, November 7, 2013 4:16 AM
  • Hi Desmond,

    You can write a custom Visual Studio Workflow to merge two records and capitalize your business requirements of Case Status as "Duplicate". Below is the MSDN article and sample code to merge two Account records. You can tweak it for Cases. 


    Hope it helps. Please mark it as an Answer if the reply helps.

    Ajay Chawla

    Thursday, December 26, 2013 1:07 PM