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If the case is related to a delivery, check the Cases section of the 'Delivery' tab in the Right Reference Panel.
For cases that are not related to a live delivery, click on the Account, and look for the 'Cases' section in the Customer's account.
Reference the 'Opened Date' and the 'Subject' columns to determine if there are any cases that may be related to yours.
If you identify a case that is the same issue, and same customer, merge the cases following the steps below:
Identify the oldest submitted case for the same issue and customer. Take ownership of the oldest case if needed by using the 'Take Ownership' button.
In the Case Details view, copy the case number of the oldest case (the parent case). Then, open the newest case (the child case) and paste the parent case number into the 'Parent Case' field in the Case Details view.
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