Sections in This Article
- Enable Follow-Up Options
- Enable Merge to In-Flight Case
- Enable Mark as Follow-Up
- Next Configuration Steps
The Case Promotion Settings page has multiple configuration options that can enable features such as case compare, merging an Inbox Item to an
An open Case that has not completed case processing (generally in any state before Approved, Closed, or Superseded).
, and allowing Case promotion to proceed with mismatching case identifiers.
Enable Follow-Up Options
Administrators must select the Allow Follow-Up from Inbox Item checkbox to enable the Follow-Up option on the Potential Matches page. Once a user selects Follow-Up on the Potential Matches page, they can access the Case Compare page.
Administrators can add or remove states as needed in the Prohibited States field to prevent users from creating a Follow-Up Case from a Case that is in a prohibited state.
Enable Follow-Up Case Creation for Mismatching WWUID
Administrators can enable the Follow-Up option to allow users to promote an Inbox Item when the Worldwide UID does not match but matches another UID, such as an External System UID or a Case Identifier. For example, the Inbox Item WWUID does not match the WWUID on the Initial Case, but the Inbox Item Case Identifier matches the Initial Case WWUID.
Note This configuration is only available for Inbox Items and not AERs.
If the Inbox Item contains a WWUID value but the matching Case does not, the system will snapshot the WWUID value to the Case upon promoting to Follow-Up.
Enable Merge to In-Flight Case
Administrators must select the Allow Merge into Active Case checkbox to display the Merge to Current button on the Case Compare page.
See Merge to In-Flight Case to learn more.
Administrators can add or remove states as needed in the Prohibited States field to prevent users from merging Inbox Item information into an In-Flight Case that is in a prohibited state.
Note You can not remove the Approved, Closed, and Superseded states from this field.
The Require user performing merge to have edit access to case checkbox requires any user who is performing the merge to have edit access to the In-Flight Case in its current state.
Enable Mark as Follow-Up
Administrators must select the Allow as Follow-Up checkbox to display the Mark as Follow-Up option on the Potential Matches page.
See Complete the Potential Matches Page to learn more about the Mark as Follow-Up option.
Administrators can add or remove states as needed in the Prohibited States field to prevent users from linking an Inbox Item to an existing Case that is in a prohibited state.
Next Configuration Steps
See Enable Merge to In-Flight Case to add the appropriate Prohibited States for each configuration option and perform additional configurations to enable merging an Inbox Item into an In-Flight Case.