Adding related items to a case

You can also add related people, or related cases to the case form. This might be necessary when you work in parallel on two similar cases, or cases from the same requester. If you add cases to related items, it is easy for you to track progress on these cases. You might also need to know when a related case is resolved, since it affects work on your case. 

To add related items to a case

1. Open a case for which you want to add related items.
2. On the Related Items tab, click Add.

3. In the Filter By list, select an item that you want to relate to the case: case or person.

   Tip

   Case and person are the default options that you can relate to a case. If you need to relate other options to a case, the default configuration must be changed in System Settings > Advanced Settings > Related Items Types.

4. In the Search field, type a person name or a case name that you want to relate, and run search.
5. From the Search Results, select a case or person.
6. Click Relate.
7. Click Close.

To view the items related to a case

1. Open a case for which you want to view the related items.
2. On the Related Items tab, select one of the following items that you want to view:
   
   • The profile of the individual who is assigned to the case 
   • The profile of the requester
   • The details of the solution applied in the case
   • The details of a case related to the case
   • The journal related to a case
3. Click Open.