Overview

Merging Support Case records is a native NetSuite process that allows you to combine duplicate or redundant Support Cases into a single record. NetSuite controls how related records are re-linked during the merge.

However, when it comes to eXtendFiles linked to Support Case records, it's important to understand how those file links are handled after the merge.

Scenario

For example, Support Case A has eXtendFiles uploaded to it, and Support Case B is the Support Case you want to keep. You merge A into B and want to confirm what happens to the eXtendFiles records that were originally linked to A.

Steps

1. Merge Support Case A into Support Case B using NetSuite’s native Merge process.
   
2. After the merge, review Support Case B:
   
   • eXtendFiles records that were originally linked to Support Case A will now be linked to Support Case B, based on NetSuite’s merge behavior.
     

Public Upload Links

One important aspect to remember is if you have created public upload links for your Support Case records and shared those links with individuals outside of NetSuite. If you shared an upload link for a Support Case that is later merged into another Support Case, that original link becomes unusable because the underlying record no longer exists. In that scenario, share the public upload link from the remaining Support Case so uploads attach to the remaining, active Support Case.

Frequently Asked Questions (FAQs)

Q: Are records copied, moved, or re-linked during a merge?
A: The record linking behavior is handled by NetSuite’s native record merge process. eXtendFiles will reflect the resulting relationships after the merge.

Q: What should I expect if both Support Cases already have files uploaded?
A: After the merge, the remaining Support Case should show the combined set of eXtendFiles records, based on how NetSuite re-links related records during the merge.