Let’s say you have two open cases for the same email thread with a customer. When you correspond with her, you want to see all of her emails in one place. Or say you find you have two closely-related bug or feature cases. Wouldn’t it be great if all of their details were in one case? Manuscript doesn’t allow merging of cases, so what’s the best way to deal with this?
Whenever you resolve a case as a duplicate of another, its events will be available in the other case. They are highlighted in purple and labeled so you know that they belong to another case. The top of the main case shows controls to toggle different event types.
To resolve one case as a duplicate of another case:
- Click Resolve
- Change the status to Resolved (Duplicate)
- Enter the primary case number in the Duplicate of field
- Click the Resolve or Resolve & Close button
For clarity, buttons for each type only show if there are events of that type in the other cases:
- Kiln Changesets
We find that emails and Kiln changesets are most useful, so we show them by default. Comments are not shown by default, but you can click the button in the purple bar to see what you and other users have written in the duplicate case.
If you have Kiln changesets attached to a few cases and want to see them all in one place, just resolve one case as a duplicate of another. As noted above, comments from the duplicate case are hidden until you click the toggle.
BugzScout stack traces are also hidden by default. Click the button in the purple bar to show them.