Hi,
We have a common situation where we need to bundle multiple cases together because of a few scenarios:
- Duplicate issue for same customer contact
- Customer emailed not including the watermark so created a separate case
- Customer started a new case asking about progress of a existing case
So for these scenario's, we want to bundle these duplicates in to the main ticket but NOT treat them as child tickets as such (meaning the child tickets wont get the parent updates) otherwise the customer will get duplicate notifications. We also dont want to include these duplicates in any reporting.
Has anyone had the same scenario and how have you achieve the above in SNOW?
Thanks in advance
