Link an External Source Entity to a Case

Sometimes information from another source entity like an incident report is relevant to a case.

 

If this happens, you can link the external source entity to the case:

  1. Open the required case.

  2. Select the Contents tab.

  3. Use either of these methods to add an external source entity to the case:

    • Create a case note that introduces the source entity to the case.

    • Drag and drop the external source entity from the Recent section of the Navigator to the Log subtab > Select Yes to confirm you want to do this.

      When you create a case from a source entity, the source entity is automatically linked to the case.

      To see a case that's linked to a source entity, open the source entity > Select the Overflow tab > Select Go to case.