Change case group and child case group

You can change the case group and child case group for an open case by using the Change button in the ribbon. Child case groups can only be changed if they have been defined and set up for the case group you are changing the case to.

You cannot change the case group or child case group for multiple cases in lists.

Case numbers

When you change the case group and/or child case group on a case, the case number will also be updated if the case group or child case group is included in the case number format. The old case number will longer be used for daily operations and cannot be reused. The old case number still exists in the database for analysis and logging purposes. Due to this update of the case number, changing the case groups is not recommended if the case numbering includes the case group and/or child case group.

If the case group is a part of the case number and you have changed the case group, thereby also changing the case number, you can still locate the case using the old case number by specifying which case number (actual or history) is to be used in a case search.

  1. In the ribbon, click New search and select Case to open the Case search page.
  2. On the Case search page > Case number field, enter the old case number
  3. In the upper right corner of the Case number field, click [actual] to toggle the search setting to [history] to search for the old case number.
  4. Enter any other relevant search criteria for the case in the other fields.
  5. In the ribbon, click Search or press Enter to start the search. The list of search results is displayed at the bottom of the page.

Case group default values

There are two scenarios relevant when changing a case group on a case:

  • During case creation: The fields on the case detail page will be updated with the default values for the case group for all defined default values only. If a default value has not been defined for the case group, the value of the corresponding field on the case detail page will be retained instead.
  • On an existing case: Default values from the case group will not be applied to the fields on the case detail page.

To change a case group:

  1. Locate and open the case you want to change the case group and/or child case group to.
  2. On the case detail page, click Change > Case group to open the Edit case groups form.
  3. In the Edit case groups form > Case group field, select the new case group.
  4. (if you also want to change the child group) In the Edit case groups form > Child case group field, select the new child case group.
  5. Click OK and in the Confirm dialog, click Yes to save your changes and close the form.

See Also

About fields on the case detail page