Case-case relations

Introduction

Case-case relations (for greater readability called case relations in this section) are used to create links between cases. They are displayed in the section for related cases (headline Relations). Case relations can be used to link similar cases as a reference or to create dependencies. For example, you can link a case about a problem with a printer to another case concerning a similar problem or to several child cases representing tasks to fix the problem. The available case relations depend on the individual configuration of your CM system.

Figure 82: Examples of case relations

You can also show a relation graph in this section.

Types of case relations

There are two kinds of case relations in the Web Client:

• Reference relations
  These are non-hierarchical relations. A case can have any number of reference relations.
  Example: You can create a reference relation between two support requests concerning a similar problem.
• Hierarchical relations
  These relations have two hierarchical levels. Within one hierarchical relation, the case can be either the upper level or the lower level.
  Example: Several child cases are automatically created for a case which involves several tasks to be completed by different teams simultaneously.
  There or two types of hierarchical relations:
  
  • editable relations
    The upper level of this relation is called parent, the lower level of this relation is called child. This relation is created manually. A case can have only one parent case but any number of child cases.
  • fixed relations
    The upper level of this relation is called parent (fixed), the lower level of this relation is called child (fixed). This relation is created automatically. You cannot add or remove this kind of relation. A case can have only one parent case but any number of child cases.

The type of relation established between the current case with respect to the linked case is indicated by a red headline:

• References
  There is a reference relation between the two cases.
• Parent of
  There is a hierarchical relation where the current case is the parent of the linked case.
• Child of
  There is a hierarchical relation where the current case is the child of the linked case.
• Parent (fixed) of
  There is a hierarchical relation where the current case is the parent of the linked case.
• Child (fixed) of
  There is a hierarchical relation where the current case is the child of the linked case.

Figure 83: Case relations in ConSol CM

Adding a case relation

Please proceed as follows to add a new case relation.

1. Click the Add link in the upper right corner of the section for related cases to add a new case relation. The background of the section turns yellow to indicate that it is in edit mode.
2. Use the Autocomplete Search to find the case which you want to link. Click the desired case to select it.
3. Choose the type of relation. You can click the Back to search button to return to the Autocomplete Search and select another case. Optionally you can add a note. Click Add relation to save the relation.

Figure 84: Adding a case relation

You can also add a case relation via drag-and-drop. Drag the icon of the desired target case from the case list, workspace, or favorites for this purpose. Once you have dropped the case icon into the section for related cases, this section is opened in edit mode. The target case is already selected and you can directly select the type of relation.

Deleting a case relation

To remove a case relation, click the little arrow next to the name of the related case and select Remove from the context menu. Then, click Yes to confirm the removal of the relation. Note that the relation is also removed from the page of the related case. You cannot undo the removal once you confirmed it.

Jumping to a related case

To open the related case in your main working area, click the little arrow next to the name of the related case and select Jump to case.