Merging Cases
In NetSuite, you can merge two support case records into one and reduce duplicates. The data from the duplicate case record for fields that are not already defined in the master record are transferred to the master case record.
When you merge two case records from two different customers, you are confirming that the records are the same. The merge grants access to the Merge To case to the both customers through an external URL.
To merge support cases, your user role must have both the Cases and Duplicate Case Management permissions with their levels set to Full.
To perform the mass merge update:
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Go to Lists > Support > Cases.
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Select a case you want to merge and click either View or Edit.
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On the case record, click Merge.
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Define whether you want to consider cases from the same customer only or open cases only.
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Select the support case that you want to merge your duplicate case with, and then click Merge or Cancel to stop the merging process.
If the duplicate cases do not contain any data that you want to keep, see Deleting Cases.