Case Merge does not use the earliest CreatedDate value from the merging records as per the tooltip
Trailblazer Community

Known Issues · Fixed

Case Merge does not use the earliest CreatedDate value from the merging records as per the tooltip

Service

Last updated 2021-10-12 ·Reference W-7831121 ·Reported By 0 users

Fixed - Winter '21 Patch 1.0

Summary
Case Merge saves the Master Record with it's own CreatedDate and does not take into account the earliest CreatedDate between both records being merged as per the tooltip:

"For Created Date, the master record retains the earliest date among the records you merge, regardless of which record you choose as master."

Repro
1 - Go to a Case List View and select any 2 records
2 - Click on the Merge Case button and see the Merge modal appear
3 - Between the 2 records, make sure the Master Record is the record with the more recent CreatedDate and merge

Workaround
Ensure the oldest record is selected as Master Record when merging.

Updates
R&D has determined this behavior is working as expected and that to maintain the oldest created date, the oldest case will need to be selected as the master record when merging.

R&D is working to update the tooltip to reflect this behavior.

Reported By (0)

Is it Fixed?

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