Case Merge: Activities from deleted Cases do not appear on master record after using Case Merge.
Last updated 2020-02-15 ·Reference W-6399283 ·Reported By 6 users
When using Case Merge in an org that has Activity Setting "Allow Users to Relate Multiple Contacts to Tasks and Events" turned on, Tasks which were related to non-surviving cases do not appear in Activity History or Open Activities related lists on the master Case.
Note that the activities are not lost. Those activities are re-parented to the surviving case (e.g. the "Related To" field on the Task is updated), and can be returned for the Case in an 'Activities with Cases' report.
1) In a fresh org with LEX enabled
2) Go to Setup | Support Settings, and turn on "Enable Case Merge (Beta)"
3) Go to Setup | Activity Settings, and turn on "Allow Users to Relate Multiple Contacts to Tasks and Events"
4) Switch to LEX if needed
5) Go to Cases tab and create a Case with Subject "Dupe 1"
6) Create a second Case with Subject "Dupe 2".
7) Create a Task on the "Dupe 2" case.
8) From either sample Case record, click "Merge Cases" action, select "Dupe 1" and "Dupe 2" as cases to merge. Select "Dupe 1" as the master record and complete the merge.
Expected Results: Activities created under "Dupe 2" case (step 7 above) should now appear in Open Activities and/or Activity History related lists on the surviving "Dupe 1" case.
Actual Results: Activities created under "Dupe 2" case do not appear in Open Activities and/or Activity History related lists on the surviving "Dupe 1" case. The Tasks are not deleted, and when you go to the Task Detail the "Related To" field does point at "Dupe 1" case as expected. The issue is that the Task does not appear in the related lists under the Case.
There is no workaround at this time.
Is it Fixed?
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