5.4.10 Using Relationship Tab

About Relationship Tab

The Relationship tab allows you to view the list of cases and events which are linked to the case being viewed. This tab has two sections- Related Cases and Related Events.

The following tasks are performed using the Relationship tab:
  • View the list of cases and events related to the current case through relationships to entities involved in other cases and events or by virtue of another case and events being linked to the current case.
  • Link related cases or events, which are not yet linked to the current case.
  • Unlink related cases or events, which are already linked to the current case.
  • Search cases or events record for adding an additional case or event links to the current case.

Note:

Linking and Unlinking activities of cases and events depend on the user roles.

Managing Related Cases

If your role permits, you can link or unlink to the selected case and also add more cases to link to the selected case.

About Related Cases

The Related Cases sections allow you to view cases that are related to the current case through common business entities and cases, which are manually linked to the current case by a user.

The following example explains the logic used to identify common business entities. For Case A, all cases that have the same business entity ID(s) as that of Case A are considered as related cases. For example, if two cases possess the same customer IDs, account IDs, or other business entity IDs applicable in Enterprise Case Management then they are considered as related.
  • The Related Cases section visually distinguishes cases that are manually linked to the current case from those that are related to the current case through common business entities.
  • The Case ID link in Related Case section allows you to view the following details of the related case: Event Details tab, Evidence (including comments, attachments, Email, and RFI), Narrative, and Audit History.
  • The User Linked column in the Related Cases section displays Yes when you manually link a case to the current case by performing the Link action and displays No when the system links the case (as part of correlation promotion to a case).
  • The Linked column in Related Cases section displays, relationship type. For example, Linked, Merged or Closed Duplicate. If the case is related as a result of being linked and displays No when the case is considered related to the current case by a business association but has not been linked to the current case.

Note:

Related cases are not displayed if they are created after the closure of the selected case.

Using Links

This section describes how to link the case to one another, merge case to one another, and close cases as duplicate for the related cases. You can perform any of the case link actions by selecting multiple cases and choosing the appropriate Case Link action, that is, Link, Merge, and Close as Duplicate.

Case Supervisor and Case Analyst can link a case.

Linking or Merging Case

This section allows you to link and merge cases to the current case. You can link cases to one another, merge case to one another, and close cases as duplicate for the related cases. All the information, including events, business entities, narrative, comments, and attachments of child case are copied to the parent case.

Note:

When you merge a Child case, the events of the Child case will not be copied over to the Parent case if the Parent case does not have an event mapped to it.

The audit history of the parent case will record which cases were merged into it.

To link and merge cases to current case, follow these steps:
  1. Navigate to the Relationship tab. Go to the Related Cases section.
  2. Select Case ID or IDs.
  3. Click Link/Merge. The Link Cases window is displayed.
  4. Enter the following information in the respective fields as described in the following table.

    Table 5-13 Link Case

    Field Description
    Selected Cases Displays the selected case or cases.
    Action Select the type of action from the drop-down list (Link, Merge, or Close as Duplicate).
    Comments Enter comments for selecting these records.

    Note:

    If the current case is closed, the Link-Merge action is not allowed. Similarly, if all the selected cases are closed, Close as Duplicate action is not allowed.

    Note:

    Merge action on cases can be controlled or restricted on the Security attributes of the cases selected for merge and this based on the configuration. For more information, see the Merging Cases section in the Oracle Financial Services Enterprise Case Management Administration and Configuration Guide.
  5. Click Save. A confirmation message is displayed. The selected cases will be linked and merged with the current cases. Click OK to save the changes.
  6. Click OK. The window closes and navigates you to the refreshed list of Related Cases, and the updated records are displayed. Also, corresponding audit entries are recorded on the case.
    1. If you select Link action, No information is transferred to the selected case. The action is recorded in the Audit History as a Link Case for the current case and the selected related cases, with the case ID attached to the Comments section of the Audit tab for the parent and child cases.

      This action does not affect the status of the cases. If you select Merge action, the selected related cases are merged to the current case, and the information is transferred. The system records the action as Merged Case Linked (Case Linked and Merged) for the current case and Merged Case for the merged cases. The status of the merged case changes to Closed- Merged, if the present status is not Closed, else the status remains as Closed. This action does not change the status of the current case.

    2. You can see merged attachments and comments in the Evidence and Audit History of the parent case. You can view the comments on the Evidence tab or through Audit History. Once you confirm Close-Duplicate action, the system records the action as Duplicate Case Linked for the current case and Closed Duplicate for the selected cases in the Audit history. This action does not have any change the status of the current case, but changes the status of the selected cases to Closed-Duplicate.

      Note:

      For merged cases, accounts related to the customer will not be filtered based on the Account Role configuration done in the Manage Common Parameters section. Only the accounts and customers on the child case are added to the parent. No additional accounts are added.

Unlinking Case

This section allows you to unlink related cases that are linked to the current case.

You can unlink only those cases which are already linked by the user.

To unlink cases to the current case, follow these steps:
  1. Navigate to the Relationship tab. Go to the Related Cases section.
  2. Select only those cases which are already linked by the user with Link status Linked.
  3. Click Unlink Cases. The Unlink Cases window is displayed.
  4. Enter comments to unlink the selected Case ID(s).

    The Updated Related Cases section appears after a confirmation message indicating that the action was completed on the selected Case(s).

    Note:

    If the case was only considered related based upon the link action,the Related Cases section refreshes and the unlinked case no longer appears.

Adding Cases

If your role permits (not only role, the security attribute mapping also matters) you can search for any case record by Case ID for the purpose of adding additional case links to the current case.

To add cases, follow these steps:
  1. Navigate to the Relationship tab. Go to the Related Cases section.
  2. Click Add Cases. The Add Cases window is displayed.
  3. Enter the Case IDs, Domain, Title, Type, Created From/To, or Jurisdiction in the Case Search fields.
  4. Use a comma to separate Case IDs.
  5. Click Search. The required case details are displayed.
  6. Select the required case IDs and Click Link/Merge.

    For more information on linking cases, see Linking Events.

Viewing Relationship Reason

You can view the reason of the relationship associated with the case. This shows the details of common entities between the parent and the selected case.

To view the relationship reason, follow these steps:
  1. Navigate to the Relationship tab.
  2. Go to the Related Cases section.
  3. Select the Case ID using the corresponding check-box.
  4. Click Reason. The Reason for Relationship window is displayed. This window shows the ID, Name,and Type of Entity.

Managing Related Events

If your role permits, you can link or unlink events to the selected case and also add more events to link to the selected case.

About Related Events

The Related Events section displays all those events that are related through common business entities and events which are manually linked to the current case by the user. The following example explains the logic used to identify common business entities.

For Case A, all events which are focused on the same business entity ID as that of Case A are considered as related events. For example, if an event and a case are focused on the same customer ID or account ID or any other business entity ID applicable in the Enterprise Case Management, then they are considered as related.

In the Related Events section, the user Linked column visually distinguishes events that have been manually linked to the current case from those that are related to the current case through common business entities. The User Linked column displays Yes when the linking of the events to the case was performed by a user taking a link action, It displays No when the action to link the events is performed by the system (as part of events promotion and correlation promotion to a case). In the Related Events section, the Linked column has a value Yes if the event is related by virtue of being linked, No when the event is considered related but not linked. In the Related Events section, the Last Status column provides the last closing or status changing action for events which were previously mispositioned and then migrated.

Note:

Related events are not displayed if they are created after the closure of the selected case.

Filtering Events

This option allows you to filter events related to the current case. By default, all the events are displayed in the Related Events section.

You can filter events based on the following search criteria:
  • Association
  • Jurisdiction
  • Domain
  • Scenario
  • Focus
You can select all the filters and apply them using the Apply button to filter the related events.

To filter Related Events, select All Events, Events in Case, or Uncorrelated Events from Association drop-down list. Based on the selection, the Related Event list is displayed.

Using Links

Linking Events

This section allows you to link related (but not yet linked) events to the current case.

To link events to the current case, follow these steps:
  1. Navigate to the Relationship tab.
  2. Go to the Related Events section.
  3. Select Event ID or IDs.
  4. Click Link Events. The Link Events window is displayed. Enter the following information in the respective fields as described in the following table.

    Table 5-14 Link Event

    Field Description
    Selected Cases Displays the selected event or events.
    Transfer event Information Select the transfer event information from the multi-select list (Employee, Account, and so on).
    Comments Enter comments for selecting these records.
  5. Click Save. A confirmation message is displayed.
  6. Click OK to save the changes. The selected events will be linked with the current cases. The refreshed list of Related Events and updated records are displayed, and corresponding audit entries are recorded on the case.
  7. If you select Link action, no information is transferred to the selected case. The system records the action as Link Event for the current case and the selected related events in the audit history with the case ID appended in the comments section in the Audit tab. This action does not affect the status of the cases.

    Note:

    Transfer Case Information parameter displays blank values as no information is transferred to the selected case.

Transfer Events Information is displayed only when you select the Events to be linked. All selected events are linked to the case and data of all the selected data types associated with the event is transferred to the case. You can view the event information in the respective Enterprise Case Management tabs.

When the transfer event information is in synchronous mode, the system processes data transfer while you wait and is unavailable for additional actions until the transfer is completed. The system displays messages for Successful and Unsuccessful data transfer. When the data transfer is successful, a confirmation message is displayed.

When the data transfer is unsuccessful, an error message is displayed indicating that the selected events and cases were linked, but an error occurred during the requested transfer of event information to the case.

The case may reflect incomplete business information. Once the data transfer is complete, whether successful or unsuccessful, you are able to continue working.

When the transfer event information is in asynchronous mode, the system processes the data transfer in the background, allowing you to continue to work.
  • If you do not make a selection of at least one data type of information to be transferred, the system defaults to transferring all possible event data during the link (that is, not making a selection is equivalent to selecting all).
  • The data transferred to the case is the data available as of the date of link action.
  • The event information that is already associated with the case as a result of the previous promotion or link actions will not be transferred again during the current link action.

Unlinking Events

This section allows you to unlink related events that are linked to the current case.

You can unlink only those events which are already linked by the user.

To unlink events to the current case, follow these steps:
  1. Navigate to the Relationship tab.
  2. Go to the Related Events section.
  3. Select only those events which are already linked by the user.
  4. Click Unlink Events. The Unlink Events window is displayed.
  5. Enter comments to unlink the selected Events ID or IDs. A confirmation message is displayed.
  6. Click OK. The selected events are unlinked and the updated Related Events section is displayed.

Note:

If the event was only considered related based upon the link action, the Related Events section refreshes and the unlinked event no longer appears.

During Unlink action when one or more events are unlinked from the case, the event information which is transferred during link action is not be removed by the system. If required you can manually remove the event information from the appropriate tabs through the Remove action.

Adding Events

If your role permits you can search for event record by Event ID for the purpose of adding additional event links to the current case.

To add events, follow these steps:
  1. Navigate to the Relationship tab.
  2. Go to the Related Events section.
  3. Click Add Events. The Add Events window is displayed.
  4. Enter the Event IDs, Jurisdiction, Focus Name, Domain, Focus, Created From/To, or Scenario in the Event Search fields.
  5. Use a comma to separate Event IDs.
  6. Click Search. The required event details are displayed.
  7. Select the required event IDs and Click Link Event. For more information on linking cases, see Linking Events.

Viewing Event Details

To view the Event Details, follow these steps:

Navigate to the Relationship tab. Go to the Related Events section and click the Event ID. A new window is displayed with details. The window details of Events will be the same as when you click Event ID on the Search Event page. For more information, see Searching for an Event.